Skip to content
CV Rocket
Get started
How it worksThe enginePricingBlogContactSign in

Open nowPosted 3 days ago

Managed Services Quality & Continuous Improvement Lead

Nordic Global121 open roles

Where
US - National
Get the CV for this job

From $25 per CV, paid once. No subscription.

Your applicationOpen nowManaged Services Quality & Continuous Improvement LeadNordic Global · US - National

  1. YouYes, apply to this one.

  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on Nordic Global's own form.

The reply lands in your private mailbox

3×more interviews than doing it yourself with ChatGPT.

The clock on this job

Early applications get read.

13.4% of postings close within 7 days. Measured by our own scanner across the market. Nordic Global postings stay open a median of 29 days.

Share of postings closed within
  1. 2.2%1 day
  2. 4.6%3 days
  3. 13.4%7 days
  4. 21.6%14 days
  5. 36.2%30 days
  6. 59.0%60 days
This job: posted 3 days ago

Nordic Global median: 29 days open

The posting

Make a difference. Be happy. Grow your career.

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.

From $25, paid onceGet the CV for this job

What happens when you press

One press. We do the rest.

  1. A CV for this posting

    Written against Nordic Global's own wording, from every piece of relevant proof in your profile.

  2. 25 readers review it

    Recruiter, hiring manager, skeptic and more read every draft, round after round. You get the best round.

    The review screen in CV Rocket: how each CV was read, round by round.

  3. We apply on Nordic Global's form

    Our application engine gets through the hardest forms there are. Where a question needs you, AI suggests the best answer. Don't want us applying from our IP addresses? Use our Chrome extension: we apply straight from your own browser.

    An application in CV Rocket: every answer filled in on the employer's form.

  4. Every reply, sorted

    Nordic Global's answer lands in your private mailbox, and we classify it on arrival: interview, question, rejection.

    The CV Rocket inbox: each employer reply classified as an interview, an action or a rejection.

  5. Reply with AI

    AI helps you write the email, checks it and sends it. We show you whether the recruiter read it.

  6. The interview in your calendar

    Full integration with your calendar. The invitation goes straight in.

    An interview invitation in the CV Rocket inbox, added to the candidate's calendar.
Get the CV for this job

From $25 per CV, paid once. No subscription.

Why it works

3×

more interviews than doing it yourself with ChatGPT.

ChatGPT writes a CV and never learns what happened to it. We see every reply. For each CV we know:

  • How it was written, and how the review scored it
  • When we applied, and how long after the posting went up
  • Which posting, which company, which city
  • Who got the interview, and who heard nothing

That is how we know which CVs get called.

Get the CV for this job

From $25 per CV, paid once. No subscription.

The numbers game

More applications. More interviews.

Every application goes out with its own CV, written for that posting and paid once. Send enough of them and the law of large numbers finds you the job.

Get the CV for this job
By hand5–10
With CV Rocket100
applications a day

Nearby

Live postings like this one

Same employer first, then the same role elsewhere.

Before you press

Straight answers

Get the CV for this job

From $25 per CV, paid once. No subscription.

What if my background isn't good enough?

We make the most of the background you have. The CV uses every piece of relevant proof your profile holds, and one of the 25 readers reads your whole profile and flags what the CV left out.

Do you really apply for me?

Yes, on the employer's own form, the hardest ones included. Where a question needs you, you answer it right there and AI suggests the best answer. Don't want us applying from our IP addresses? Use our Chrome extension: we apply straight from your own browser.

Is it a subscription?

No. You pay once per CV, from $25. Every application goes out with its own CV, written for that posting.

One job. One CV.
Paid once.

Pick the posting you want. We write for it, apply for you and catch the reply.

Get the CV for this job

From $25 per CV, paid once. No subscription.