Service Quality Manager

Pretoria (Onsite, Monday–Friday, 07:30–17:00, with availability for escalations when required)

01 December 2025

The Service Quality Manager is responsible for ensuring that ICT services meet the expected performance, compliance, and governance standards through continuous monitoring, reporting, auditing, and improvement. The role ensures service levels are adhered to and improvements implemented enabling measurable and sustained service excellence across all ITSM towers.

This directly aligns to the requirement that a Service Quality Management model must be developed, implemented, and reviewed annually
.

• Develop and implement a formal Service Quality Management Model within three months of contract commencement.
• Ensure the model is reviewed twice annually and updated within five days of approved departmental changes.
• Ensure 100% adherence to the approved quality framework and compliance expectations.

• Track performance across all SLA categories, including:
  • Incident response and resolution
  • Major Incident governance
  • Vendor and change/release performance
  • Customer satisfaction index
• Ensure operational improvements are measured and reported quarterly
  .

• Produce service delivery performance reports aligned to agreed schedules, including:
  • Daily reports (before 09:00), weekly, monthly, quarterly, and annual reports
    .
• Ensure 100% of all ad-hoc and scheduled reporting is delivered on time
  .

• Lead the Customer Satisfaction Measurement process and ensure results align with agreed targets.
• Ensure customer feedback insights are converted into continuous service improvement action plans.

• Coordinate internal and external audits against service quality performance.
• Ensure alignment to ITIL, internal SLAs, and the contractual obligations defined in the scope.

KPI
Expected Target

Service Quality Model Implementation Within 3 months of contract start

Model updates after approved changes Within 5 working days

Bi-Annual Quality Reviews 2 per financial year

Reporting timeliness 100% adherence to agreed timelines

Service performance improvement reports 100% quarterly delivery

Customer satisfaction performance Against agreed KPI thresholds

Source:
Minimum functional requirements.

• NQF Level 6 Diploma in IT or equivalent recognised by SAQA
• ITIL Foundation Certification
• Minimum 2 years of ITSM tool experience
• Minimum 3 years’ experience in a similar ICT environment

• ITIL Service Management Framework
• Quality Assurance and Audit Methods
• SLA/OLA Monitoring and Reporting
• Service Performance Analytics & Root Cause Assessment
• Familiarity with Government ICT governance models (advantageous)

• Strong stakeholder engagement and influence capability
• Process-driven mindset with disciplined execution
• Excellent analytical and reporting skills
• Demonstrated ability to gain cooperation across multiple IT support towers
• Results-driven with compliance and governance prioritisation

• Office-based role in a controlled ICT operational environment.
• May require extended hours during performance reviews or escalations.
• Role is subject to contractual KPI penalties for non-compliance.