ICT Service Quality & Governance Lead

PurpleBlue Technologies; Pretoria; On-site; ZAR 600,000 - 900,000; Full time

Job summary

Pretoria-based PurpleBlue Technologies is seeking a Service Quality Manager to ensure ICT services meet performance, compliance and governance standards. You will develop and continuously improve a formal Service Quality Management Model, monitor SLA categories, and lead customer satisfaction measurement efforts.

The role focuses on governance, reporting, and audits, with office-based, onsite responsibilities in Pretoria and potential escalations as needed.

Qualifications

• Minimum 2 years ITSM tool experience
• Minimum 3 years’ experience in a similar ICT environment

Responsibilities

• 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 SLA categories, including incident response and resolution.
• Produce service delivery performance reports aligned to schedules (daily, weekly, monthly, quarterly, annual).
• Lead the Customer Satisfaction Measurement process and drive continuous improvement actions.
• Coordinate internal and external audits against service quality performance and ITIL alignment.

Education

NQF Level 6 Diploma in IT or equivalent recognised by SAQA

ITIL Foundation Certification

Job description

Pretoria-based PurpleBlue Technologies is seeking a Service Quality Manager to ensure ICT services meet performance, compliance and governance standards. You will develop and continuously improve a formal Service Quality Management Model, monitor SLA categories, and lead customer satisfaction measurement efforts.

The role focuses on governance, reporting, and audits, with office-based, onsite responsibilities in Pretoria and potential escalations as needed.