SC2023-003343 Service Quality Engineer (NS) BELGIUM - 21 May Relaunch

Jobinhalt

• Define Service Quality Standards: Develop clear and measurable service quality standards based on recognized Service Quality Framework tailored to NATO Digital Workplace Centre.
• Implement Service Quality Improvement Strategies: Design and execute initiatives, activities, and tasks to enhance service quality based on the defined standards.
• Establish Reporting Mechanisms: Develop a robust automated reporting system to regularly monitor and communicate service quality metrics and improvements to different levels of management: strategic, tactical, and operational.
  
  

• Service Quality Standards Definition:
• a) Conduct Stakeholder Interviews: Engage with key stakeholders to understand expectations and requirements for service quality.
• b) Research Best Practices: Investigate industry best practices and standards related to service quality.
• c) Develop Customized Service Quality Standards: Draft clear, measurable, and customized service quality standards based on the gathered insights and best practices.
• Service Quality Improvement Strategies:
• a) Baseline: Establish baseline levels of the NATO Digital Workplace Centre services based on the historical data.
• b) Gap Analysis: Perform a comprehensive gap analysis to identify current service quality strengths and areas for improvement.
• c) Strategy Development: Based on the gap analysis, devise tailored strategies and action plans to enhance service quality.
• d) Implementation: Execute the identified strategies, incorporating feedback from stakeholders throughout the process.
• e) Training and Communication: Provide necessary training to staff and communicate changes in service quality standards and procedures.
• Reporting Mechanisms:
• a) Key Performance Indicators (KPIs): Identify and establish relevant KPIs to measure service quality.
• b) Data Collection: Implement systems for consistent data collection related to service quality metrics.
• c) Reporting Framework: Develop a reporting framework that includes regular reports and dashboards to visualize and communicate service quality performance.
• d) Stakeholder Communication: Establish a communication plan to regularly update stakeholders on service quality progress and achievements.
  
  

• Documented Service Quality Standards
• Service Quality Improvement Strategies and Action Plans
• Implemented Service Quality Initiatives
• Reporting Framework and Regular Reports
• Stakeholder Communication Plan
  
  

• The candidate must have a currently active NATO SECRET security clearance
• Demonstrated proficiency in crafting Service Quality Models aligned with Industry Standards and tailored or Organizational needs,
• Fluent understanding of quality benchmarks like SERVQUAL, ISO 9000, TQM, with a specific emphasis on IT services,
• Skill in partnering with Technical Experts to formulate metrics and Key Quality Indicators (KQIs) for NDWC services,
• Proven expertise in presenting reports and delivering presentations to various management levels, panning from entry-level to executive,
• Certifications in widely recognized Service Quality Standards and/or Frameworks is considered advantageous