QoS Manager – IT Operations & Service Quality

About the role

The QoS Manager ensures the quality, reliability, availability, and performance of digital and mobile money services. This role coordinates business, technical, operations, partners, and customers to deliver stable, measurable service outcomes.

Key responsibilities

• Define, implement and maintain service quality standards, KPIs, SLAs, SLOs and QoS targets across platforms, countries and partners.
• Monitor performance indicators such as availability, response time and incident resolution, analyse trends and initiate corrective actions.
• Act as primary escalation point for major incidents, coordinate cross‑functional teams and manage post‑incident reviews.
• Serve as main contact for service‑related topics, represent customer interests and manage stakeholder expectations.
• Identify improvement opportunities, lead process optimisation initiatives and apply best‑practice frameworks (ITIL, Lean, Six Sigma).
• Prepare and present regular performance reports to senior management, providing insights on risks and trends.

Required profile

• Bachelor’s or Master’s degree in IT, engineering, telecommunications or related field.
• 5‑8+ years of experience in IT Service Management, QoS, Service Delivery, Incident or Problem Management, preferably in fintech, mobile money or regulated digital services.
• Strong knowledge of SLA, SLO, KPI, ITIL and service governance.
• Fluent English; French is a plus.

Required skills

• ServiceNow
• Jira
• Grafana
• Zabbix
• Dynatrace
• Datadog
• Splunk
• Prometheus