IT Quality Performance Senior Manager

Key Responsibilities

• Lead the design, development, and governance of performance reporting dashboards using Power BI to monitor KPIs, SLAs, and strategic goals across ITQMS, ITSM, EA, PMO, Governance, and Delivery units.
• Establish and maintain a comprehensive performance measurement framework, ensuring consistent tracking of departmental and cross-functional KPIs.
• Conduct in-depth gap analyses to identify performance deviations from targets, investigate root causes, and recommend

corrective actions.

• Generate and present executive reports, scorecards, and heatmaps for weekly, monthly, and quarterly performance reviews with T&DT leadership.
• Work with teams to define SMART KPIs and align SLAs with service-level expectations and strategic initiatives.
• Oversee vendor and partner performance evaluation using defined KPIs and contractually agreed SLAs.
• Collaborate with Quality, PMO, and Data teams to enhance performance reporting automation and ensure data integrity.
• Ensure alignment with ITQMS, ISO 9001, and internal governance standards for data reporting and quality assurance.
• Provide insights to support prioritization of improvement initiatives across technology programs and services.
• Mentor performance analysts and contribute to building a performance-focused culture across the T&DT sector

Requirements

QUALIFICATIONS

Bachelor’s or Master’s degree in Business Analytics, Information Systems, Quality Management, or related field.

Strong foundation in enterprise performance management, IT reporting, and data analysis.

Experience

• 10–12 years of experience in performance monitoring, quality reporting, or business analytics in a technology-driven environment.
• At least 5 years in a senior-level role managing performance frameworks or reporting in IT or digital transformation functions.

Technical Skills

• Expertise in Power BI (dashboards, DAX, data modeling, visualization).
• Strong knowledge of KPI/SLA development and performance reporting methodologies.
• Familiarity with tools such as Excel, ServiceNow, JIRA, or other ITSM/PMO systems.
• Working knowledge of ITQMS, ISO 9001, ITIL, or COBIT frameworks.

Leadership Skills

• Exceptional presentation and storytelling skills using data to influence decisions at senior executive level.
• Strong leadership in driving performance improvement and enforcing reporting discipline.
• Skilled in cross-functional collaboration and stakeholder engagement.

Preferred Certifications

• Microsoft Power BI Data Analyst (PL-300) or equivalent.
• ISO 9001 Lead Auditor or internal QMS certification.
• ITIL v4 Foundation or higher.
• Six Sigma Green Belt (optional but preferred).

Key Competencies

• Analytical and detail-oriented with strong problem-solving capabilities.
• Strategic thinker with a continuous improvement mindset.
• Results-focused, with ability to prioritize under pressure.
• High standards of professionalism, confidentiality, and accountability.