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Quality and Process Global Manager

Publish Date: Feb 12, 2021

Location: Mexico City, Mexico City, US

Company: Atos

About Atos

Atos is a global leader in digital transformation with 110,000 employees in 73 countries and annual revenue of € 12 billion. European number one in Cloud, Cybersecurity and High-Performance Computing, the Group provides end-to-end Orchestrated Hybrid Cloud, Big Data, Business Applications and Digital Workplace solutions. The Group is the Worldwide Information Technology Partner for the Olympic & Paralympic Games and operates under the brands Atos, Atos|Syntel, and Unify. Atos is a SE (Societas Europaea), listed on the CAC40 Paris stock index.

The purpose of Atos is to help design the future of the information space. Its expertise and services support the development of knowledge, education and research in a multicultural approach and contribute to the development of scientific and technological excellence. Across the world, the Group enables its customers and employees, and members of societies at large to live, work and develop sustainably, in a safe and secure information space.


Global Quality and Process Leader for the Digital Workplace Practice

Service Desk Quality is a Must 


- Responsible for overall quality management for the DWP practice and ensuring adherence across all sub-practice areas.

- Drive improvement in Knowledge management processes/capabilities within the practice and delivery to customers.

- Align and Evolve quality/process controls to overall End User Experience / XLA objectives in partnership with sub-practices including Proactive Experience Center.

- Analyze customer satisfaction (transactional, NPS, etc) metrics to identify improvement opportunities at practice, sub-practice and account levels.

- Utilize best practice methods to drive continual service improvement for practice processes and quality controls.

- Provide oversight and mentorship of quality management resourcing across the DWP sub-practices.

- Identify external opportunities/technologies that could improvement quality management in the practice.

Here at Atos, we want all of our employees to feel valued, appreciated, and free to be who they are at work. Our employee lifecycle processes are designed to prevent discrimination against our people regardless of gender identity or expression, sexual orientation, religion, ethnicity, age, neurodiversity, disability status, citizenship, or any other aspect which makes them unique. Across the globe, we have created a variety of programs to embed our Atos culture of inclusivity, and work hard to ensure that all of our employees have an equal opportunity to contribute and feel that they are exactly where they belong.