Description
- The Head – IT Service Quality is responsible for defining, implementing, and continuously improving service quality standards across the Bank’s IT landscape.
- This role ensures that IT services consistently meet business expectations, regulatory requirements, and customer success criteria.
- It plays a pivotal role in aligning IT performance with customer experience, operational excellence, and strategic business outcomes, leveraging industry frameworks such as ITIL, CMMI, and Lean Six Sigma.

Responsibilities
- Define and maintain IT service quality frameworks, policies, and KPIs based on ITIL and continuous improvement methodologies.
- Monitor and analyze service performance data to identify gaps and drive improvements using Lean Six Sigma techniques.
- Integrate customer success metrics into service delivery to ensure alignment with business outcomes.
- Lead root cause analysis and implement corrective actions for recurring service issues.
- Collaborate with ITSM, operations, and application teams to strengthen incident,



problem, and change management processes.
- Ensure adherence to regulatory standards (e.g., RBI), internal audits, and risk controls.
- Develop dashboards and reporting tools to visualize service quality trends and performance.
- Champion initiatives that enhance end-user satisfaction through proactive support, self-service, and feedback mechanisms.

Qualifications

Education:
Bachelor’s or Master’s degree in Information Technology, Computer Science, or a related field.

Certifications:
Certifications in ITIL (v4), Lean Six Sigma (Green/Black Belt), COBIT, and CMMI are preferred.
Additional certifications in service excellence, governance, or quality management frameworks are beneficial.
Min Exp: 15 years
Max Exp: 20 years
Experience:
15+ years of experience in IT service management, with at least 5 years in a senior leadership role.

📌 Head - Service Quality TCC| Thane
🏢 CSB Bank
📍 Thane