Position Overview

The Workplace Quality and Automation Manager plays a pivotal role in driving operational excellence across service delivery. This position ensures that all operational and self-service procedures are supported through robust knowledge content, chatbots, and generative AI capabilities. By empowering workplace analysts with accurate, automated procedures, this role enhances efficiency, accelerates issue resolution, and elevates the overall quality of end-user support.

Key Responsibilities

• Lead and manage quality assurance and automation development initiatives across Workplace Services.

• Develop, implement, and continuously improve quality processes, standards, and metrics to ensure consistent service excellence.

• Create, manage, and maintain knowledge base content and documentation throughout its lifecycle, ensuring accessibility and accuracy.

• Design and execute automation use cases leveraging industry-leading tools and generative AI technologies.

• Develop and refine GenAI prompts and models to enhance self-service capabilities and support “shift-left” initiatives.

• Analyze logs and performance data from Windows, Linux, and macOS environments to identify automation and remediation opportunities.

• Collaborate with cross-functional teams to perform root cause analyses and design automated solutions or procedural improvements.

• Provide regular quality and trend reports to Service Delivery Managers and team leaders.

• Support C-SAT programs and continuous improvement initiatives to better align with customer needs and expectations.

• Partner with training teams to enhance technical and communication materials based on quality insights.

• Contribute to the deployment of IVR systems, ITSM platforms, and Digital Employee Experience (DEX) tools.

Key Competencies and Skills

• 5+ years of experience in Quality Control and Automation development within workplace or managed services environments.

• Proven experience implementing Generative AI automation for technical operations in large-scale organizations.

• Strong analytical mindset with hands-on experience in ITIL/ITSM disciplines.

• Technical proficiency across end-user computing environments (Windows, Linux, macOS).

• Excellent written and verbal communication skills with the ability to craft clear, user-centric technical content.

• Demonstrated leadership, team collaboration, and stakeholder management skills.

• High attention to detail with a structured, proactive, and results-oriented approach.

• Ability to manage multiple priorities, meet deadlines, and work effectively under pressure.

• Experience with:

  • ITSM platforms (e.g., ServiceNow)

  • IVR systems (e.g., NICE)

  • DEX tools (e.g., Nexthink, Systrack)

  • Data Engineering and DevOps environments

• Familiarity with ISO 9001, ISO 27001, and ISO 20000 standards.

• Advanced English fluency required.

Qualifications

• Bachelor’s degree in Information Technology, Engineering, or a Business-related discipline.

• ITIL Foundations Certification required.

• Desirable certifications include:

  • ServiceNow AI Platform / Customer Service Management

  • DEX platforms (Nexthink, Systrack)

  • Generative AI (NVIDIA Certified Associate, AWS AI Practitioner, Databricks GenAI Engineer, or Google Cloud GenAI)

  • DevOps Foundations (Certiprof, Azure, AWS, or Google)