Service Management - Senior Associate

PricewaterhouseCoopers

Line of Service

Internal Firm Services

Industry/Sector

Technology

Specialism

IFS - Internal Firm Services - Other

Management Level

Senior Associate

Job Description & Summary

As a Process Quality & Process Improvement Engineer within the Managed Services team, you will be responsible for ensuring the delivery of high-quality services by establishing a quality management system, implementing and monitoring quality assurance frameworks, conducting audits, and driving continuous improvement initiatives. You will collaborate closely with delivery teams to embed quality gates across the service lifecycle, support compliance with internal and international standards (e.g., ITIL, ISO 9001), and proactively identify and mitigate quality risks.

Key Responsibilities:

• Establish a quality management system for the Managed Services team, across Middle East

• Design and implement quality assurance strategies aligned with ITIL and ISO standards.

• Conduct quality audits and reviews across the managed services team to ensure adherence to defined processes.

• Support service setup with quality gates including scope agreement, resourcing, and reporting structures.

• Collaborate with stakeholders to define KPIs and monitor quality performance metrics.

• Facilitate root cause analysis and corrective action planning for identified gaps.

• Maintain documentation control and configuration management practices.

• Provide training and coaching on quality standards and best practices.

Required Skills & Competencies:

• Strong understanding of quality frameworks: ITIL / ISO20000 / CMMI for Services / ISO 9001.

• Experience in process improvement and quality governance in delivery environments.

• Familiarity with Agile methodologies (Scrum, SAFe).

• Excellent analytical, documentation, and communication skills.

• Ability to work cross-functionally in a matrixed environment.

Certifications / Knowledge (At least 2 are preferred):

• Certified Six Sigma Green Belt

• ISO 9001 - Quality Management Systems

• ISO2000 - IT Service Management

• CMMI for Services

• ITIL Foundation (especially relevant for managed services)

Education & Experience:

• Bachelor s degree in Computer Science, Engineering, or related field.

• 5+ years of experience in service management quality assurance, process improvement, or delivery governance roles.