Quality Management and Risk, Compliance and QA Lead

Hitachi America ,
London, Greater London
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Job Description

Quality Management - Risk, Compliance and Quality Assurance GEO Lead The Role Reporting to the Global Vice President of Risk, Compliance and Quality Assurance, this role is focuses on delivering against the Global Services strategy and operational elements of the "Quality Assurance and Risk" program for Hitachi Vantara-s Digital Infrastructure Business Unit (DI BU). As the Geo lead for the Quality Assurance and Risk organization, the role is responsible for deploying the Global Services Digital Quality Assurance and Risk plan, processes and governance in the Geo. The Quality Management - Risk, Compliance and Quality Assurance Lead will define and maintain Quality Management processes and procedures for the DI BU. As the regional lead for Quality Management, the position is responsible for creating a common set of quality management practices and tools to help assure the quality of customer engagements including benefit realization. The role leads Geo based Quality Assurance and Risk planning and implementation through close collaboration with Geo Services leads, to manage quality and risks across opportunities and the customer portfolio through cross functional collaboration with go-to-market sales functions, offerings development groups and partner organizations. As the lead for Quality Management, the role creates a common set of quality management practices, tools and training through virtual teams of GEO-based leaders and collaboration with Operations and Global Learning. Driving a quality and risk management culture that is collaborative, consultative, and customer centric, spanning Digital Infrastructure offerings for Hitachi Vantara is a key aspect of the role. Responsibilities * Leads the Hitachi Vantara Geo Services organization to a higher level of quality and risk management; collaborating and partnering to better manage quality and risks of opportunities, customer and service engagements. * Participates in Quality Assurance and Risk strategy and planning. Adopt plans and processes to Geo-unique needs and requirements. * Leads virtual teams to define and document standard quality management methods and practices for the DI BU, including but not limited to customer value assessment and realization measures, QA planning, design and go-live reviews, and audits. * Design and deploy metrics to measure delivery quality and satisfaction for the purposes of quality assurance and improvement. * Collaborate with tools and training organizations to ensure quality management practices are supported in tools and that training is available to ensure skill development and awareness. * Devise an incident management system to record escalations from customer projects and service engagements to ensure quick awareness and recovery. * Coordinate the creation of monthly quality reports. * Create and maintain a quality management best practice repository. * Acts as quality assurance executive for key customer projects and participates in customer QBRs. * Works proactively with Project Managers and GEO Leaders on large opportunities, helping to position service quality philosophy, delivery and best practices. Ensures Quality Assurance and Risk requirements and considerations are addressed in project - service agreements. * Facilitates opportunity and project governace (Phase Gate) reviews. * Monitor and manage customer Incidents and project and service health through RAG dashboards and Service Quality Metrics to ensure CSAT and Risk management. Trigger actions as needed. * Manage critical customer escalations and recovery initiatives * Facilitate Post Mortem and Lesson Learned reviews. Drive Geo and Global quality and process improvements. * Conduct project/service audits to ensure plans and processes are being executed properly. Performance Measures * Timely reporting resolution of escalated customer incidents * Improvement in key customer, project and service KPIs * Minimizing Loss Cost associated with poorly executed sales, delivery and service processes and governance * Managing customer satisfaction through the sales and delivery life-cycle Qualification * A minimum of 15 years' experience across Quality Management, Service Management and Risk Management disciplines. * Knowledge of the methods, processes and techniques used for planning, developing, implementing, directing, coordination and evaluation Quality Assurance Performance, Risk Management, and Corporate Compliance Programs. Experience implementing various standards such as ISO 9000/20000, ITSM - ITIL, and ISO 31000 (Risk management). * Demonstrates strong operational skills that will drive organizational efficiencies and customer satisfaction. * Demonstrated excellence in analytical thinking, problem solving, communication, delegation, organization planning and judgment. * Demonstrated ability to clearly define and systematically investigate business problems considering all relevant factors, and to analyze, interpret and draw meaning from data to support

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