Quality of Service Manager

About the role

Guarantee service quality, reliability, and continuous improvement across fintech and mobile money platforms. The role acts as a central coordination point between business, customers, and technical teams to ensure service levels meet contractual commitments, regulatory requirements, and customer experience goals.

Key responsibilities

• Establish and maintain service quality standards, operating models, KPIs, SLAs, SLOs, and QoS targets across platforms, countries, and partners.
• Monitor service performance indicators such as availability, response time, and incident resolution rate, and analyse trends to proactively address systemic issues.
• Serve as the primary escalation point for major incidents, coordinate cross‑functional teams (Network, Infrastructure, Application, Security, SRE), and manage post‑incident reviews.
• Act as the main point of contact for service topics, represent customer interests in technical decisions, and manage stakeholder expectations.
• Identify continuous‑improvement opportunities using ITIL, Lean, Six Sigma and other industry best practices.
• Prepare regular performance reports and present insights on service risks and trends to senior management.

Required profile

• Bachelor’s degree in engineering.
• 5 to 8+ years of experience in service management, QoS, or IT operations, preferably in fintech, mobile money, telecom, or regulated sectors.
• Preferred certifications: ITIL Foundation/Practitioner, Six Sigma Green Belt or higher, or related Service Management/Customer Experience certifications.

Required skills

• IT Service Management (ITSM) and SLA/KPI management.
• Incident, problem, and change management processes.
• Experience with monitoring tools and platforms.
• Knowledge of digital and fintech environments.