Essentra is a leading provider of essential components and solutions. Every day we produce and distribute millions of small but essential products.
Our international network extends to 28 countries, with headquarters in the United Kingdom and includes 14 manufacturing facilities, 24 distribution centers and 33 sales & service centers.
At the center of everything is our purpose, to responsibly provide the products and services our customers need to succeed. Put simply, our purpose is why we exist as a company. Many companies claim to be changing the world; we don’t. But we do make a powerful difference to our customers. We make it work. Every one of us. Every day.
Summary:
Essentra is looking for an It Service Quality Lead in the Monterrey, Mexico office who will oversee the delivery of exceptional IT services across the organization, while ensuring optimal performance, adherence to processes, and high levels of customer satisfaction. This role will drive continuous improvement, champion service excellence, and lead quality initiatives. Working closely with cross-functional teams, the IT Service Quality Lead will uphold ITIL best practices while enhancing operational efficiency. The hours are 8am to 5pm with the ability to work additional time if needed.
Typical Accountabilities:
- Define and implement IT service quality frameworks and standards.
- Monitor service performance against SLAs, KPIs, and customer expectations.
- Conduct audits and assessments to ensure compliance with ITIL and ISO standards.
- Identify gaps in service delivery and collaborate with Service Delivery to identify root cause analysis.
- Drive continuous improvement initiatives across incident, problem, and change management by working closely with Service Delivery managers.
- Develop and maintain service quality dashboards and reporting tools.
- Collaborate with service owners, support teams, and vendors to resolve quality issues.
- Communicate service quality insights and recommendations to senior leadership.
- Mentor service desk and support teams on quality best practices.
- Lead workshops and training sessions to promote a culture of service excellence.
- Support onboarding and development of new team members in quality-related roles.
- Leverage ITSM platforms to track and improve service quality.
- Utilize analytics tools to identify trends and forecast service risks.
- Recommend and implement automation to enhance service reliability and efficiency.
Qualifications & Experience
- Be proficient in tools like ServiceNow, Jira, or Zendesk.
- Be familiar with platforms for creating and maintaining knowledge bases.
- Have an understanding of ITIL processes, including incident, problem, and change management.
- Ability to analyze ticket trends and performance metrics to identify areas for improvement.
- Be skilled in identifying underlying issues and implement long-term solutions.
- Demonstrate the ability to communicate with various teams and adopt different communication styles as required.
- Write concise and user-friendly knowledge articles.
- Effectively convey insights and recommendations to technical and non-technical audiences.
- Guide IT staff on best practices for ticket management and knowledge sharing.
- Successful collaboration and work with cross-functional teams to improve service quality.
- Identify inefficiencies in ticketing workflows and implement improvements.
- Quickly address new challenges and evolving IT needs.
- Experience with Zoho products such as Service Desk and Analytics Plus preferred.
- Strong skills in MS Office software with a strong emphasis on Microsoft Visio for process mapping and diagramming.
This position offers a competitive salary, full benefits package, and generous time off.
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