Delivery Quality Manager

Role Overview The delivery Quality Manager role is to support the delivery teams in the effective implementation and realisation of Sopra Steria internal governance and control documents (e.g. Account Management Handbooks, Service Agreements, Process Tailoring Matrices (PTM) & Project & Service-level Quality Plans) to e the successful delivery of each contract. The QM co-ordinates interaction across the business and wider Sopra Steria activities via QM forums, to capitalise on core strengths & processes to drive continual improvement. The QM promotes the use of the Quality management System to manage the business. The QM mentors & guides delivery staff on quality matters. Key Responsibilities Individuals are accountable for influencing, managing and driving the strategy of a defined area of the business within Sopra Steria or for the development of policy in their area of expertise. They must possess a solid business understanding regarding the needs of their customers and how the ‘market’ is responding, changing and developing in their field of expertise. They have clear accountability for developing and implementing functional policies and procedures and would be expected to be advisors to senior managers in the business. Roles are focused on the year ahead, developing and delivering operating plans and/or translating and advising on the local application of policy. Ensure compliance with the Area’s Quality Management System (QMS) within the Sector / Service-line delivery area, providing guidance to local staff in implementation of processes & procedures. Ensure contracts have appropriate levels of Quality Plans within the delivery definition documentation and monitor compliance with the Quality Plans on a periodic basis. Ensure all contract documentation is filed and maintained in shared areas that are easily recognisable and readily retrievable Review and approve delivery documents in line with the Quality Plan and ensure internal quality control records are maintained with appropriate defect tracking, metrics and analysis Identify lessons learnt from all contract/project audits and drive continual improvement across the contract / delivery area. Identify trends in defect tracking and communicate to the senior delivery manager and process owner as appropriate. Participate in Process Effectiveness Audits across sectors/service lines to enable review of operational effectiveness of defined process as requested Provide support to the Area Assessment and Certification Lead in preparing for external assessments by ensuring appropriate staff represents the contract / process under review and they are briefed in advance. Creation, maintenance and compliance with the Contract/delivery Quality Plan Monitoring and control of contract/delivery documents & records Defect trend analysis and recommendation for improvement Ensure Sopra Steria-approved best practice, adherence to QMS is implemented across the delivery/contract. Ensure the delivery quality plans are maintained and complied with throughout the contract delivery. Ensure all Sopra Steria internal governance and quality controls are adhered to, e.g. BCRs, DHRs Attend QM forum meetings, providing input from lessons learnt on current contracts as issues become apparent. Communication of Sopra Steria-approved Best Practice and the QMS within the delivery area. Adherence across the contract/delivery to Sopra Steria governance and quality processes. Compliance with acknowledged, applicable industry standard accreditations and certifications locally.