Senior Associate – Quality & Process Improvement (Service Management)

About the role

PwC is seeking a Senior Associate to lead Quality and Process Improvement within its Managed Services team in the Middle East. You will design and operate a quality management system, ensure compliance with international standards, and drive continuous improvement across the service lifecycle.

Key responsibilities

• Establish and maintain a quality management system for Managed Services across the Middle East.
• Design and implement quality assurance strategies aligned with ITIL, ISO 20000, ISO 9001 and CMMI for Services.
• Conduct audits, reviews and root‑cause analyses to identify gaps and implement corrective actions.
• Embed quality gates in service setup, covering scope agreement, resourcing and reporting.
• Define KPIs with stakeholders and monitor quality performance metrics.
• Maintain documentation control and configuration management practices.
• Provide training and coaching on quality standards and best practices.

Required profile

• Bachelor’s degree in Computer Science, Engineering or a related field.
• Minimum 5 years of experience in service‑management quality assurance, process improvement or delivery governance.
• Relevant certifications (at least two preferred): Six Sigma Green Belt, ISO 9001, ISO 20000, CMMI for Services, ITIL Foundation.

Required skills

• ITIL framework
• ISO 20000 – IT Service Management
• ISO 9001 – Quality Management Systems
• CMMI for Services
• Six Sigma Green Belt
• Agile methodologies (Scrum, SAFe)