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Permanent - Service Delivery Quality Manager - Johannesburg - South Africa

Job Number: 74874

Service Delivery Quality Manager
Knowledge in French & Arabic,Proficiency in English
  • Lead CSO team in Africa to enhance a quality delivery of services by implementing CI (TPM) through data driven decision making and lessons learned processes. 
  • Lead services quality continuous improvement of CSO delivered activities, through data driven approach, e.g.: actions plan, root cause analysis, lessons learned and best practices to replicate success. 
  • Drive field force standardization on evaluation and implementation of delivered services (e.g. 6 steps, first time right, PSM approach, Maintenance Work Order to Feedback, Performance after MRK/SK installation, training, vertical start up after maintenance and equipment installation up to performance validation, Parts and WCM delivery, etc.) to maximize Quality, Productivity and customer positive experience.
  • Provide improvement recommendations to CSO field force related to Tetra Pak installed base performance at key customers under service agreements, contributing to the overall services results and customer experience. 
  • Follow up on CX for Services and additional customer feedback data, (e.g. Issue Resolution, maintenance, Installations, etc.) that will help translate customer needs into quality standards that will support raise the overall quality. 
  • Drive the Quality maturity development and transformation among CSO stakeholders, including Service Delivery Engineer and Flex Zone 
  • Lead customized initiatives at key customers that will have an impact on quality of services. (e.g. Execution assessments, customized services quality evaluation, etc.). 

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  • Bachelors or Master's Degree or equivalent
  • 5 year's experience in Quality Management (focus on PSM) and Project Management.
  • Knowledge & experience in Change Management, Project Management, Collaboration, quality methodologies and tools.
  • Result orientation
  • Able to Drive actions to improve quality maturity
  • Able to Drive continuous improvement actions
  • Able to Participate to Quality Governance
  • Able to Follow-up on deployment of quality plan
  • Able to Deploy group quality methodologies and tools e.g. PSM, WCM6. Lead/support issue resolution activities
  • Proficiency in English (both written and spoken)
  • Knowledge in French & Arabic are an added value.
Quality Management

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