Service Improvement and Delivery Quality Associate

Let’s be #BrilliantTogether

ISS STOXX is growing! ISS STOXX is actively looking for a Service Improvement and Delivery Quality Associate to Join the Mumbai Team (Goregaon East).

Overview:

The Service Improvement and Delivery Quality Associate is responsible for ensuring that IT services consistently improve to meet evolving business needs, ensuring delivery excellence, and adhering to quality standards. This role will focus on analyzing IT service performance, identifying areas for improvement, and leading initiatives to optimize processes, enhance customer satisfaction, and drive efficiencies across the organization. The role ensures that the quality of services delivered aligns with agreed Service Level Agreements (SLAs) and continuously evolves through effective implementation of CSI principles.

Responsibilities:

Continual Service Improvement (CSI)

• Lead the identification, planning, and execution of improvement initiatives across IT services to optimize service performance.

• Regularly review service performance metrics (KPIs, SLAs, etc.), customer feedback, and incident data to identify improvement opportunities.

• Perform thorough root cause analysis on recurring incidents or issues and implement corrective actions to minimize future service disruptions.

• Identify gaps and inefficiencies in existing processes, suggesting and implementing best practices to enhance productivity and service quality.

• Develop and maintain a benchmarking process to compare service performance against industry standards and best practices.

• Promote the use of innovative technologies, automation, and tools to improve service delivery.

Delivery Quality Management

• Develop, implement, and maintain a robust quality assurance framework for IT services, ensuring they meet or exceed organizational quality standards.

• Conduct regular internal audits and quality checks on service processes, tools, and systems to ensure compliance with SLAs and continuous improvement.

• Collaborate with stakeholders to understand and enhance the customer experience, ensuring that delivery aligns with customer expectations and feedback.

• Facilitate regular service reviews with key business stakeholders and service teams, driving conversations around service performance, improvement areas, and innovations.

• Identify and manage risks related to service delivery, ensuring risk mitigation strategies are in place.

Leadership and Stakeholder Management

• Lead a team of service improvement professionals, providing guidance, mentorship, and performance management to ensure delivery excellence.

• Work closely with IT teams, business units, and external service providers to drive the continual improvement agenda and ensure alignment with business goals.

• Provide ITIL and service improvement training for IT staff, promoting a culture of continuous learning and improvement within the organization.

Reporting and Governance

• Create and distribute regular reports on the status of CSI initiatives, highlighting achievements, areas for improvement, and recommendations.

• Ensure compliance with ITIL best practices, corporate policies, and regulatory requirements within the scope of IT services.

• Ensure the service catalog is continuously updated to reflect current services, SLAs, and performance metrics.

Qualifications:

• Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field.

• ITIL V3/V4 Foundation (required).

• ITIL CSI Intermediate (preferred).

• Six Sigma or Lean Certification (preferred)

• Minimum 6+ years of experience in IT Service Management, with a focus on CSI and service delivery.

• Proven experience in driving continual improvement initiatives in a large, complex organization.

• Experience with IT service management tools (e.g., ServiceNow, BMC Remedy) is a plus.

• Strong understanding of ITIL processes, with the ability to implement and drive ITIL CSI across teams.

• Excellent analytical, problem-solving, and decision-making skills.

• Strong leadership and interpersonal skills, with the ability to work effectively across different teams and stakeholders.

• Project management experience is an asset.

• Excellent verbal and written communication skills.

• Ability to work under pressure and manage multiple priorities.

#MIDSENIOR

#STOXX

#LI-RG1

What You Can Expect from Us

At ISS STOXX, our people are our driving force. We are committed to building a culture that values diverse skills, perspectives, and experiences. We hire the best talent in our industry and empower them with the resources, support, and opportunities to grow—professionally and personally.

Together, we foster an environment that fuels creativity, drives innovation, and shapes our future success.

Let’s empower, collaborate, and inspire.

Let’s be #BrilliantTogether.

About ISS STOXX

ISS STOXX GmbH is a leading provider of research and technology solutions for the financial market. Established in 1985, we offer top-notch benchmark and custom indices globally, helping clients identify investment opportunities and manage portfolio risks. Our services cover corporate governance, sustainability, cyber risk, and fund intelligence. Majority-owned by Deutsche Börse Group, ISS STOXX has over 3,400 professionals in 33 locations worldwide, serving around 6,400 clients, including institutional investors and companies focused on ESG, cyber, and governance risk. Clients trust our expertise to make informed decisions for their stakeholders' benefit. 

STOXX® and DAX® indices comprise a global and comprehensive family of more than 17,000 strictly rules-based and transparent indices. Best known for the leading European equity indices EURO STOXX 50®, STOXX® Europe 600 and DAX®, the portfolio of index solutions consists of total market, benchmark, blue-chip, sustainability, thematic and factor-based indices covering a complete set of world, regional and country markets. STOXX and DAX indices are licensed to more than 550 companies around the world for benchmarking purposes and as underlyings for ETFs, futures and options, structured products, and passively managed investment funds. STOXX Ltd., part of the ISS STOXX group of companies, is the administrator of the STOXX and DAX indices under the European Benchmark Regulation. 

Visit our website: https://www.issgovernance.com       

View additional open roles: https://www.issgovernance.com/join-the-iss-team/      

Institutional Shareholder Services (“ISS”) is committed to fostering, cultivating, and preserving a culture of diversity and inclusion. It is our policy to prohibit discrimination or harassment against any applicant or employee on the basis of race, color, ethnicity, creed, religion, sex, age, height, weight, citizenship status, national origin, social origin, sexual orientation, gender identity or gender expression, pregnancy status, marital status, familial status, mental or physical disability, veteran status, military service or status, genetic information, or any other characteristic protected by law (referred to as “protected status”).  All activities including, but not limited to, recruiting and hiring, recruitment advertising, promotions, performance appraisals, training, job assignments, compensation, demotions, transfers, terminations (including layoffs), benefits, and other terms, conditions, and privileges of employment, are and will be administered on a non-discriminatory basis, consistent with all applicable federal, state, and local requirements.