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Our Culture
At CloudFactory, we believe in building a workplace where everyone feels empowered, valued, and inspired to bring their authentic selves to work. We are:
* Mission-Driven: We focus on creating economic and social impact
* People-Centric: We care deeply about our team's growth, well-being, and sense of belonging
* Innovative: We embrace change and find better ways to do things together
* Globally Connected: We foster collaboration between diverse cultures and perspectives
If you're passionate about innovation, collaboration, and making a real impact, we'd love to have you on board!
Role Summary
We are looking for a Head of Quality & Service Excellence to champion our quality assurance and continuous improvement framework. This pivotal role requires a proven leader with an active Lean Six Sigma Black Belt certification to drive world-class service quality, operational efficiency, and a culture of continuous improvement across the organization.
You will be responsible for defining and executing the quality strategy, leveraging advanced methodologies to achieve superior business outcomes. A core focus will be implementing a proactive zero-defect mindset approach across all operations to ensure reliable delivery of contractual Service Level Agreements (SLAs). This role demands a strong sense of urgency to address and implement long-term fixes for chronic quality issues, ensuring sustained excellence and client trust.
This is an exciting opportunity to grow professionally while contributing to a mission-driven organization.
Responsibilities
* Strategic Leadership: Define, develop, and execute a comprehensive Quality Service Excellence strategy aligned with overall business objectives and industry standards.
* SLA & Contractual Quality Assurance: Implement a proactive zero-defect mindset across all processes to guarantee consistent delivery and fulfillment of all contractual Service Level Agreements (SLAs).
* Continuous Improvement Mastery: Lead, champion, and deploy high-impact continuous improvement initiatives across various business functions using Lean, Six Sigma (DMAIC/DMADV), and advanced root cause analysis techniques.
* Fix Broken Quality with Urgency: Drive immediate and sustained resolution of chronic or systemic quality defects, fostering a sense of urgency to implement robust, long-term fixes.
* System Oversight: Design, implement, and manage robust Quality Management Systems (QMS), developing policies, SOPs, and KPIs to monitor and report on service quality.
* Cross-Functional Partnership: Collaborate deeply with leadership across departments (e.g., Service Delivery, Operations, Technology) to integrate quality excellence principles into all service design, delivery, and process optimization activities.
* Team Development & Mentorship: Provide strong leadership, coaching, and Lean Six Sigma mentorship, fostering a high-performance culture focused on accountability, data-driven decisions, and professional development.
* Compliance & Audit: Oversee scheduling and execution of regular quality audits, compliance assessments, and management reviews to ensure adherence to internal standards and external regulatory requirements, delivering clear, actionable recommendations.
Requirements
Competencies
* Lean Six Sigma Methodologies: Deep expertise in DMAIC and DMADV.
* Quality Management Systems (QMS): Comprehensive understanding of designing and managing QMS frameworks, including policies, SOPs, and KPIs.
* Industry Standards: Knowledge of relevant regulatory requirements and quality industry standards.
* Root Cause Analysis (RCA): Mastery of advanced RCA techniques to address systemic and chronic quality defects.
Nice to Have (Preferred)
* Knowledge of Agile or Kaizen methodologies to supplement Lean Six Sigma.
* Familiarity with specific Industry Certifications (e.g., ISO 9001).
* Understanding of Service Delivery Technology and how it integrates with quality automation.
Skills and Experience
Must-Have
* Leadership Experience: Proven track record in senior leadership roles driving organizational change.
* SLA Management: Experience implementing a zero-defect mindset to guarantee contractual SLA fulfillment.
* Strategic Execution: Demonstrated ability to develop and execute a Quality Service Excellence strategy aligned with business goals.
* Urgency-Driven Problem Solving: Proven experience in identifying and implementing long-term fixes for chronic quality issues.
* Audit Management: Experience overseeing quality audits, compliance assessments, and management reviews.
Nice to Have (Preferred)
* Certification: An active Lean Six Sigma Black Belt certification is mandatory.
* Cross-Functional Project Management: Experience bridging gaps between Service Delivery, Operations, and Technology.
* Mentorship: Experience coaching junior team members through Green Belt or Yellow Belt projects.
* Data Analytics: Skills to drive data-driven decision making within a high-performance culture.
General Requirements
* Mindset: A proactive, zero-defect philosophy and strong sense of urgency.
* Communication: Exceptional ability to collaborate with executive leadership across departments.
* Accountability: High professional accountability and focus on sustained excellence and client trust.
* Culture Builder: Ability to foster a high-performance environment focused on professional development and continuous improvement.
Seniority Level
* Mid-Senior level
Employment Type
* Full-time
Job Function
* IT Services and IT Consulting
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