POSITION TITLE
Service Quality Manager
📌 REPORTS TO
Service Delivery Manager
📌 LOCATION
Pretoria (Onsite, Monday–Friday, 07:30–17:00, with availability for escalations when required)
📌 START DATE
01 December 2025
📌 SEND ALL APPLICATIONS TO:
info@purpleblue.co.za
1. PURPOSE OF THE ROLE
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.
2. KEY RESPONSIBILITIES
A. Quality Governance & Service Model Ownership
- 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.
B. Service Performance Monitoring
- 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.
C. Service Delivery Reporting
- 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.
D. Customer Satisfaction Management
- 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.
E. Compliance & Audit Support
- Coordinate internal and external audits against service quality performance.
- Ensure alignment to ITIL, internal SLAs, and the contractual obligations defined in the scope.
3. PERFORMANCE MEASURES (SLA-LINKED)
| 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.
4. REQUIRED QUALIFICATIONS & EXPERIENCE
- 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
5. TECHNICAL COMPETENCIES
- ITIL Service Management Framework
- Quality Assurance and Audit Methods
- SLA/OLA Monitoring and Reporting
- Service Performance Analytics & Root Cause Assessment
- Continuous Service Improvement (CSI)
- Familiarity with Government ICT governance models (advantageous)
6. BEHAVIOURAL & LEADERSHIP COMPETENCIES
- 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
7. WORKING CONDITIONS
- 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.