Sr Project Manager
India
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Job Description
Sr Project Manager
Bengaluru, Karnataka

Job Summary

The Quality Manager is responsible for ensuring delivery excellence across IT services by establishing, monitoring, and continuously improving quality standards, processes, and compliance frameworks. The role focuses on driving service improvements, enhancing customer satisfaction, and ensuring adherence to industry standards such as ITIL, ISO, and Six Sigma. Job Description – Quality Manager (IT Industry)\\\\r\\\\nJob Title - Quality Manager – IT Services / IT Operations\\\\r\\\\nExperience\\\\r\\\\n14+ years in IT Service Management / Quality Assurance / Process Excellence\\\\r\\\\n________________________________________\\\\r\\\\nJob Summary\\\\r\\\\nThe Quality Manager is responsible for ensuring delivery excellence across IT services by establishing, monitoring, and continuously improving quality standards, processes, and compliance frameworks. The role focuses on driving service improvements, enhancing customer satisfaction, and ensuring adherence to industry standards such as ITIL, ISO, and Six Sigma.\\\\r\\\\n________________________________________\\\\r\\\\nKey Responsibilities\\\\r\\\\n1. Quality Management & Governance\\\\r\\\\n• Define and implement quality frameworks, policies, and procedures across IT operations\\\\r\\\\n• Ensure compliance with industry standards such as ISO 9001, ISO 27001, ITIL, and CMMI.\\\\r\\\\n• Establish quality benchmarks and KPIs (SLAs, OLAs, CSAT, etc.)\\\\r\\\\n• Conduct regular audits to ensure adherence to defined processes\\\\r\\\\n________________________________________\\\\r\\\\n2. Process Improvement & Optimization\\\\r\\\\n• Drive continuous improvement initiatives using Lean/Six Sigma methodologies\\\\r\\\\n• Identify process gaps, inefficiencies, and areas of risk\\\\r\\\\n• Lead Service Improvement Plans (SIPs) to address recurring issues\\\\r\\\\n• Standardize ITSM processes (Incident, Problem, Change, Request Management)\\\\r\\\\n________________________________________\\\\r\\\\n3. Service Delivery Quality Oversight\\\\r\\\\n• Monitor service performance and ensure high-quality deliverables across IT services\\\\r\\\\n• Support service delivery teams in maintaining SLA compliance and operational excellence\\\\r\\\\n• Analyze incident trends and drive corrective/preventive actions\\\\r\\\\n• Ensure proper RCA (Root Cause Analysis) for major incidents\\\\r\\\\n________________________________________\\\\r\\\\n4. Reporting & Analytics\\\\r\\\\n• Develop and present quality dashboards and reports to stakeholders\\\\r\\\\n• Track key metrics such as service quality, incident aging, resolution efficiency\\\\r\\\\n• Provide insights and recommendations for management decision-making\\\\r\\\\n________________________________________\\\\r\\\\n5. Stakeholder Management\\\\r\\\\n• Work closely with Service Managers, Delivery Leads, and Clients• Act as a point of escalation for quality-related concerns• Facilitate service review meetings focusing on quality metrics and improvements.6. Risk & Compliance Management• Identify and mitigate operational and compliance risks• Ensure adherence to information security and regulatory requirements\\\\r\\\\n• Support internal and external audits (SOX, ISO, client audits)7. Training & Capability Building• Drive quality awareness programs across teams• Train teams on ITIL, quality standards, and best practices• Develop documentation, SOPs, and process guidelines Key Skills & Competencies Technical / Functional\IT Service Management (ITSM) expertise• Strong understanding of ITIL processes• Knowledge of quality frameworks (ISO, CMMI, Six Sigma)• Experience with tools like ServiceNow, reporting tools (e.g., MyXalytics

Key Responsibilities

1. Quality Management & Governance • Define and implement quality frameworks, policies, and procedures across IT operations • Ensure compliance with industry standards such as ISO 9001, ISO 27001, ITIL, and CMMI. • Establish quality benchmarks and KPIs (SLAs, OLAs, CSAT, etc.) • Conduct regular audits to ensure adherence to defined processes ________________________________________ 2. Process Improvement & Optimization • Drive continuous improvement initiatives using Lean/Six Sigma methodologies • Identify process gaps, inefficiencies, and areas of risk • Lead Service Improvement Plans (SIPs) to address recurring issues • Standardize ITSM processes (Incident, Problem, Change, Request Management) ________________________________________ 3. Service Delivery Quality Oversight • Monitor service performance and ensure high-quality deliverables across IT services • Support service delivery teams in maintaining SLA compliance and operational excellence • Analyze incident trends and drive corrective/preventive actions • Ensure proper RCA (Root Cause Analysis) for major incidents ________________________________________ 4. Reporting & Analytics • Develop and present quality dashboards and reports to stakeholders • Track key metrics such as service quality, incident aging, resolution efficiency • Provide insights and recommendations for management decision-making ________________________________________ 5. Stakeholder Management • Work closely with Service Managers, Delivery Leads, and Clients • Act as a point of escalation for quality-related concerns • Facilitate service review meetings focusing on quality metrics and improvements. ________________________________________ 6. Risk & Compliance Management • Identify and mitigate operational and compliance risks • Ensure adherence to information security and regulatory requirements • Support internal and external audits (SOX, ISO, client audits) ________________________________________ 7. Training & Capability Building • Drive quality awareness programs across teams • Train teams on ITIL, quality standards, and best practices • Develop documentation, SOPs, and process guidelines

Skill Requirements

Technical / Functional • IT Service Management (ITSM) expertise • Strong understanding of ITIL processes • Knowledge of quality frameworks (ISO, CMMI, Six Sigma) • Experience with tools like ServiceNow, reporting tools (e.g., MyXalytics) Analytical & Operational • Strong problem-solving and analytical skills • Data-driven decision making • Incident trend analysis and RCA expertise Leadership & Interpersonal • Stakeholder management and communication skills • Ability to drive cross-functional initiatives • Influencing and governance capabilities

Other Requirements

Nice-to-Have • Experience in managed services / global delivery models • Exposure to Airbus / large enterprise environments (relevant to your context) • Automation and AI-driven quality initiatives
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Information at a Glance

Why HCLTech?

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 226,300 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending December 2025 totaled $14.5 billion.
23 Benefits At HCLTech, we believe in empowering our employees with comprehensive benefits that support their professional growth and enhance their well-being. When you sign up for a career with us, you gain access to: https://rmkcdn.successfactors.com/147eb21f/a701dca9-f32d-4fc9-9447-6.svg Industry-benchmarked compensation https://rmkcdn.successfactors.com/147eb21f/b0c54381-ddcc-4a33-9b35-9.svg Best-in-class healthcare benefits https://rmkcdn.successfactors.com/147eb21f/b73027be-7aae-4d36-a090-4.svg Personal time off https://rmkcdn.successfactors.com/147eb21f/d5b4fdfd-2e99-4e26-9878-9.svg Maternity and paternity benefits https://rmkcdn.successfactors.com/147eb21f/3d42b0fc-4652-435a-9ece-c.svg Access to skills / higher education programs/resources https://rmkcdn.successfactors.com/147eb21f/aeddeaf2-9e25-4584-ad11-d.svg Discounts on products and services via Benefit Box https://rmkcdn.successfactors.com/147eb21f/a9609a3b-2700-4b3c-9d90-a.svg Participate in CSR programs and live life with a purpose https://rmkcdn.successfactors.com/147eb21f/c6e33851-710f-4634-bd69-f.svg Opportunities to grow and advance your career Note: The benefits listed above vary depending on the nature of your employment and the country where you work. Some benefits may be available in some countries but not in all.