We deliver meaningful experiences and extraordinary results with ServiceNow
Director – Process & Quality
Location
India
Posted
119 days ago
Salary
0
Seniority
Lead
Job Description
Director – Process & Quality
NewRocket
• Define, implement, and continuously improve enterprise-wide delivery processes aligned with ServiceNow best practices. • Establish standardized frameworks for implementation, enhancement, AMS, and transformation programs. • Design and lead Quality Management Systems (QMS) across all delivery functions. • Define KPIs, SLAs, CSAT metrics, defect metrics, and quality benchmarks. • Conduct delivery audits, compliance checks, and quality reviews across projects. • Drive root cause analysis (RCA) and preventive action frameworks. • Ensure adherence to ServiceNow implementation standards and architecture guidelines. • Improve implementation maturity across ITSM, ITOM, HRSD, CSM, and other ServiceNow modules. • Collaborate with Practice Leads to enhance solution quality and reduce rework. • Govern release management, testing frameworks, and deployment quality. • Partner with client stakeholders to ensure delivery quality and governance transparency. • Drive continuous improvement initiatives across client accounts. • Implement automation in quality monitoring and reporting. • Build and mentor Process and Quality teams. • Drive training initiatives on ServiceNow best practices and consulting methodologies. • Foster a culture of accountability, structured delivery, and continuous improvement.
Job Requirements
- 12–18+ years of experience in IT Services/Consulting.
- 5+ years in leadership roles managing Process, Quality, or Delivery Excellence.
- Strong hands-on experience in ServiceNow implementation programs.
- Background in Consulting firms or IT Services organizations.
- Deep understanding of ITIL, Agile, DevOps, and structured delivery frameworks.
- Experience managing enterprise-scale ServiceNow programs.
- Proven track record of improving delivery metrics and customer satisfaction.
- Experience with quality frameworks such as ISO, CMMI (preferred).
Benefits
- We Take Care of Our People
- NewRocket is committed to a diverse and inclusive workplace. We celebrate diversity, respect individuality, and ensure every employee’s voice is heard. We are proud to be an equal opportunity employer and affirmative action employer.
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