ITIL Compliance and Process Improvement Lead

Service Desk Quality Analyst (IT Service Delivery)

Job Description

Role Overview

Responsible for monitoring service delivery quality, ensuring compliance with ITIL standards and SLAs, identifying process gaps, and driving continuous improvement across IT service operations.

Key Responsibilities

Quality Monitoring

• Review service desk tickets (Incidents, Changes, Problems) for SLA, KPI, and ITIL compliance
• Evaluate customer interactions (calls, chats, emails) for accuracy, quality, and professionalism

Process Improvement

• Identify recurring issues and process gaps
• Recommend and implement corrective and preventive actions

Quality Assurance Framework

• Define and maintain quality standards, guidelines, and procedures
• Collaborate with cros...