Für unseren Kunden sind wir auf der Suche nach einem IT Infrastructure Quality Manager (m/w/d).
Laufzeit: 1.11.25 - 30.4.26
Auslastung: 960h
Einsatzort: 60-100% Leinfelden-Echterdingen, Rest Remote
Purpose of the Service:
The service focuses on identifying and resolving service, technical, and commercial quality gaps across IT infrastructure. It involves driving process
improvements, supporting strategic initiatives, and ensuring transparency and compliance in service and financial operations. Key tools include
ServiceNow, Jira, and close collaboration with service managers and infrastructure leadership.
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1. Service Quality Management
• Actively engage across all areas of the IT infrastructure to identify service gaps, process gaps, recurring issues, and inefficiencies.
• Collaborate with internal service managers to surface underperforming areas and typical ITIL-related problems.
• Document all findings in ServiceNow and/or Jira, ensuring traceability and transparency.
• Define and enforce countermeasures, from single issues to small projects, track implementation rigorously, and escalate delays or non-compliance.
• One-time quality initiatives:
a) Design and implement a rigorous process in Jira/ServiceNow to identify, document, track, and resolve quality gaps; ensure the process is adopted
across relevant teams and integrated into; document process and enable handover of execution to ext. service provider
b) Work with service managers to define KPIs that reflect service quality / stability; Document KPIs precisely and set up a weekly tracking format;
Establish a process to derive action items when KPIs are not met.
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2. Technical and Process Quality Management
• Support the Infrastructure Directors in special projects and strategic initiatives.
• Contribute to organizational leadership topics, including:
• Solving cross product, complex problems / issues and small projects
• Provider governance models
• Cross-functional coordination
• Process optimization and reporting
• Strategic planning and execution support
3. Commercial Quality Management
• Document the current standard for entire budget spend process (excluding planning) for IT Infrastructure e.g. including:
• Purchase requests, purchase orders, and material retrieval
• Bill signature workflows for hardware and services
• Service offers, execution tracking, and monthly time slip validation
• Investigate in finance gaps between run rates and orderings
• Ensure completeness, accuracy, and timeliness of all commercial documentation and processes.
• Challenge unclear or non-value-adding offers and ensure alignment with internal expectations and budget controls.
• Act as a control point for commercial transparency and contractual compliance.
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