Lead Quality & Service Manager (Remote) – European Commission

Role
The Lead Quality Manager acts as a senior expert in quality assurance for IT projects and services. The role is responsible for ensuring that all deliverables and services comply with agreed quality standards and performance levels, while actively driving continuous improvement across service operations and project delivery. This position considers fully remote work.

Certifications

• ITIL 4 Foundation (or higher).

• Atlassian certification (e.g. JIRA Certified Professional or higher), or Atlassian Certified Associate in Jira Essentials (or higher) considered equivalent.

• Practical certification in low-code case management solutions, such as:

  • Certified Pega Business Architect

  • Certified Pega System Architect

· Certifications in other enterprise-grade low-code or case management platforms are considered equivalent, provided they demonstrate capabilities in:

• Workflow design and automation

• Business and process intelligence

• Work queue management

• Roles and task assignment

• Notifications and collaboration features

• SLA definition and monitoring

• Rules management

• Content management

• Document and data integration

Note: References to Pega are illustrative only. The objective is to assess general low-code capability, not platform-specific expertise.

Professional Experience

Minimum 6 years of proven experience in IT service and support management, including:

• Coordination of multidisciplinary and cross-functional teams.

• Stakeholder management in complex organisational environments.

• SLA/KPI definition, monitoring, and reporting.

• Continuous service improvement (CSI).

• Service catalogue lifecycle management.

• Design, preparation, and execution of test plans and quality assurance activities.

Key Skills and Competencies

• Strong analytical mindset with excellent root cause analysis and problem-solving capabilities.

• Proven expertise in stakeholder management, including engagement with business and technical stakeholders.

• Demostrated relevant experience in designing, implementing, and managing case management systems, particularly in low-code environments.

• Solid background in service management setup, including transition from project phase to business-as-usual (BAU) operations.

• Experience in delivery team leadership and IT project delivery methodologies:

  • Agile and/or Waterfall

  • Continuous Improvement / Continuous Development

  • DevOps practices

• Good understanding of data protection principles (e.g. GDPR) in IT service delivery contexts.

Languages

• English: C1 level (CEFR).

• Additional European language: huge plus (French strongly preferred).