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Managed Services Quality & Continuous Improvement Lead

The Managed Services Quality & Continuous Improvement Lead provides independent oversight of the quality, effectiveness, and efficiency of Managed Services delivery across the client portfolio.

The role operates separately from day-to-day Service Delivery and Service Management. While those teams manage operational performance, SLAs, incidents, requests, problems, changes, and client governance, this role looks beneath traditional service metrics to identify opportunities that may not surface through normal operational management.

The role uses ticket-level, analyst-level, knowledge-management, client-process, and service-performance data to identify opportunities to:

• Improve the consistency and effectiveness of analyst execution.
• Identify analyst coaching, training, and knowledge needs.
• Improve ticket resolution quality, speed, and efficiency.
• Reduce unnecessary escalations and handoffs.
• Improve knowledge articles and knowledge utilization.
• Identify recurring demand that could be eliminated.
• Increase client self-service and automation.
• Recommend client process changes that reduce ticket volumes.
• Identify systemic opportunities that can be applied across multiple Managed Services clients.

The overarching objective is not simply to determine whether Nordic is meeting SLAs, but to determine how the service can continuously become better, faster, more consistent, and less dependent on manual support.

Experience Required

• 10+ years of experience in IT services, managed services, IT operations, service management, continuous improvement, or related disciplines.
• 5+ years of experience working within a managed services or recurring IT support environment, preferably supporting complex enterprise or healthcare clients.
• Demonstrated experience analyzing ticket-level and operational performance data to identify recurring issues, resolution inefficiencies, knowledge gaps, and improvement opportunities.
• Experience evaluating analyst-level work patterns to identify coaching, training, knowledge, and process improvement opportunities.
• Strong understanding of the end-to-end service lifecycle, including incident, request, problem, change, escalation, and knowledge management.
• Experience identifying drivers of ticket demand and developing strategies for:
  • Ticket elimination and deflection
  • Shift-left
  • Self-service
  • Automation and self-healing
  • Knowledge improvement
  • Process simplification
• Experience conducting root-cause analysis and translating findings into corrective and preventive actions.
• Experience identifying systemic issues across multiple clients, teams, applications, or service areas rather than evaluating individual incidents in isolation.
• Demonstrated ability to work independently from Delivery and Service Management while constructively challenging existing practices and identifying issues that may not be visible through routine operational reporting.
• Experience presenting quality findings, trends, and recommended improvements to senior operational leaders and client stakeholders.
• Healthcare IT experience strongly preferred, particularly within Epic application support, Service Desk, infrastructure, security, ServiceNow, or other healthcare managed services environments.

• Establishing or leading a Managed Services quality or continuous improvement function.
• Developing quality frameworks, assessment methodologies, or service health scorecards.
• Building cross-client benchmarks and identifying reusable best practices.
• Experience with Lean, Six Sigma, ITIL continual improvement, or similar improvement methodologies.
• Experience converting operational findings into measurable client outcomes such as reduced ticket demand, faster resolution, greater self-service adoption, or improved end-user experience.

Education & Certifications

• Equivalent combination of education and significant relevant managed services experience may be considered.

Preferred Certifications

One or more of the following would be beneficial:

• ITIL 4 Foundation or advanced ITIL certification
• Lean Six Sigma Green Belt or Black Belt
• ServiceNow certifications or formal ServiceNow training
• Quality-management or continuous-improvement certifications
• Relevant Epic certifications or significant Epic operational experience for candidates coming from healthcare IT

Nordic is an equal opportunity employer. We are committed to creating an inclusive environment for all employees and applicants. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, genetic information, marital or veteran status, or any other protected status under applicable federal, state, or local laws. We encourage individuals of all backgrounds to apply, including women, minorities, individuals with disabilities, and veterans.