Job Description
The IT Quality Manager is responsible for defining, implementing, and continuously improving the Quality Management framework within the IT organization. This role ensures compliance with ISO 9001 standards, drives IT governance and documentation excellence, manages audit programs, oversees KPI performance management, and strengthens incident and customer complaint processes.
Key Responsibilities:

• ISO 9001 Audit Program
• Lead and coordinate the ISO 9001 audit
• Ensure IT readiness for external ISO audits
• Coordinate audit planning, preparation, execution, and follow-up
• Ensure closure of non-conformities (NCs) and Areas of Concern (AOCs).
• Internal Audit Management (IT)
• Manage the IT internal audit program in line with ISO 9001 requirements
• Organize and coordinate IT audits across all sites (minimum once every three years)
• Coordinate with local IT managers to ensure audit preparedness and compliance
• Track audit findings, define corrective action plans, and monitor implementation
• Support and participate in IT internal audits.
• Incident Management & 8D Governance
• Coordinate 8D problem-solving processes for significant IT incidents
• Provide 8D training and maintain training materials
• Coach stakeholders on structured root cause analysis
• Review and evaluate 8D reports on a quarterly basis
• Ensure alignment between incident management and quality processes.
• IT KPI Management & Global Dashboard Ownership
• Define, maintain, and continuously improve IT KPIs
• Own the Global IT KPI Dashboards
• Ensure accuracy, completeness, and traceability of KPI evidence
• Introduce and refine KPIs
• Provide regular executive-level reporting to IT leadership and CODIR.
• IT Document Management & Governance
• Own and manage the IT Document Management framework and policy
• Oversee document governance, document matrix management, and framework changes
• Manage the IT document management solution (library, folder structure, access management, request handling)
• Ensure proper document publishing according to policy requirements
• Drive continuous improvement of documentation processes and tools
• Define and monitor application-related KPIs for document management.
• Customer Complaint Management (IT Scope)
• Manage IT-related customer complaints in Salesforce
• Participate in monthly customer complaint alignment sessions
• Ensure timely resolution and proper corrective/preventive actions
• Monitor trends and propose systemic improvements.
• IT Satisfaction Survey Governance
• Own and maintain the IT Satisfaction Survey framework
• Coordinate annual survey preparation, communication, and distribution
• Analyze survey results and identify improvement areas
• Prepare executive-level proposal plans for CODIR
• Track and monitor implementation of improvement actions.
  

Job Requirements

• Bachelor"s or Master"s degree in Information Technology, Engineering, Business Administration, or related field
• Minimum 5-6 years of experience in IT governance, quality management, or IT service management
• Strong knowledge of ISO 9001 standards and audit methodologies
• Experience leading internal and external audits
• Proven experience in KPI definition, dashboard management, and executive reporting
• Familiarity with ITSM tools, Salesforce, and other relevant management platforms
• Experience in multi-site or global IT environments is highly desirable.
  

Core Competencies

• Strategic thinking with strong operational execution
• Strong stakeholder management and cross-functional collaboration
• Structured problem-solving and excellent root cause analysis expertise (8D)
• Excellent analytical and reporting skills
• High level of ownership and accountability
• Strong communication skills (executive and operational levels)
• Change management and continuous improvement mindset.
  

The preceding job description had been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties and responsibilities required of employees assigned to this job.
What We Offer
You will find here not only a challenging and interesting workplace, but also a rewarding work experience, with competitive compensation and benefit packages:

• A dynamic and multinational environment with dedicated professionals who are ready to share their knowledge with you;
• Soft skills and technical training for current and emerging products and technologies;
• Career development: opportunity to grow within the team;
• Special referral bonuses for recommending your friends;
• Private Medical subscription;
• Meal tickets;
• Extra vacation days;
• Flexible working hours and work from home, aligned with project needs;
• Friendly team who is eager to meet you.
  

Diversity & Inclusion
Here at the Stefanini Group, we value plurality and equity, regardless of race, sexual orientation, disability, age, ancestry, religion, gender, and nationality. We understand and encourage the importance of being you!
What's next?
It's best to apply today, because job postings can be taken down and we wouldn't want you to miss this opportunity.
The recruitment process starts with an HR discussion, followed by a technical test and a final talk with the hiring manager.
About Us
We are the Stefanini group, a global tech consulting company of Brazilian origin that believes in the power of people to transform businesses through technology.
We are present in over 40 countries and operate with the purpose of co-creating solutions TOGETHER WITH OUR CLIENTS that accelerate results and improve the experience of people and organizations.
Here, we like to say that technology is not the end, but the means: what really matters are the people who drive it all.
Our mindset is AI First, meaning we invest in cutting-edge technology in everything we do, focusing on results for our clients.
We are a company, A GROUP, that breathes collaboration and offers a dynamic environment where you will learn by doing, grow alongside the team, and have space to contribute with ideas and projects.
More than just talking about digital transformation, we believe in real transformation that starts with people and impacts real businesses.
If you are looking for a place to develop, innovate, and be part of something bigger, the Stefanini Group is your place.
We want to inform you that there are currently scams targeting job seekers by falsely using our company"s name, Stefanini. We sincerely apologize for any confusion or inconvenience this may have caused.
Please remember that legitimate job offers from Stefanini will always come through official channels, including direct communication with our trained recruiters. If you receive any unsolicited messages requesting payment or personal information, please disregard them.
If you suspect you"ve been targeted, please contact us immediately at [email protected] for verification.
Key Points to Remember:

• Legitimate job offers only follow interviews conducted with our hiring managers or clients.
• We will never ask for payment at any stage of the recruitment process.
  

Stay vigilant and feel free to reach out for verification. Your safety and security are our top priorities. Thank you for your understanding and cooperation!
Show more
Show less