Director – Process & Quality

🕒 February 20

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NewRocket

WebsiteLinkedInAll Job Openings

501 - 1000 employees

🏢 Enterprise

🔐 Security

Enterprise • Technology • Security

NewRocket is a top global ServiceNow partner, providing a wide range of services and solutions to help enterprise leaders solve complex business problems. They specialize in advisory and transformation services, design and implementation, managed services, and more, focusing on improving customer and employee experiences through the use of the ServiceNow platform. Their solutions include platforms and integrations, security, risk, and resilience, as well as technology excellence. NewRocket serves a variety of industries including education, healthcare, financial services, and the public sector, among others, and is known for their expertise in UI and UX design as well as their ability to enhance workflows and improve business processes efficiently.

📋 Description

• Define, implement, and continuously improve enterprise-wide delivery processes aligned with ServiceNow best practices. • Establish standardized frameworks for implementation, enhancement, AMS, and transformation programs. • Design and lead Quality Management Systems (QMS) across all delivery functions. • Define KPIs, SLAs, CSAT metrics, defect metrics, and quality benchmarks. • Conduct delivery audits, compliance checks, and quality reviews across projects. • Drive root cause analysis (RCA) and preventive action frameworks. • Ensure adherence to ServiceNow implementation standards and architecture guidelines. • Improve implementation maturity across ITSM, ITOM, HRSD, CSM, and other ServiceNow modules. • Collaborate with Practice Leads to enhance solution quality and reduce rework. • Govern release management, testing frameworks, and deployment quality. • Partner with client stakeholders to ensure delivery quality and governance transparency. • Drive continuous improvement initiatives across client accounts. • Implement automation in quality monitoring and reporting. • Build and mentor Process and Quality teams. • Drive training initiatives on ServiceNow best practices and consulting methodologies. • Foster a culture of accountability, structured delivery, and continuous improvement.

🎯 Requirements

• 12–18+ years of experience in IT Services/Consulting. • 5+ years in leadership roles managing Process, Quality, or Delivery Excellence. • Strong hands-on experience in ServiceNow implementation programs. • Background in Consulting firms or IT Services organizations. • Deep understanding of ITIL, Agile, DevOps, and structured delivery frameworks. • Experience managing enterprise-scale ServiceNow programs. • Proven track record of improving delivery metrics and customer satisfaction. • Experience with quality frameworks such as ISO, CMMI (preferred).

🏖️ Benefits

• We Take Care of Our People • NewRocket is committed to a diverse and inclusive workplace. We celebrate diversity, respect individuality, and ensure every employee’s voice is heard. We are proud to be an equal opportunity employer and affirmative action employer.