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TAWANTECH
IT Quality Performance Senior Manager
Join TAWANTECH in Cairo as an IT Quality Performance Senior Manager. Lead performance reporting, enhance SLAs, and utilize ServiceNow for IT improvements.
ServiceNow Role Type:
Technical Project Manager
ServiceNow Modules:
DevOps
IT Service Management
Incident Management
ServiceNow Certifications (nice to have):
Certified Implementation Specialist - IT Service Management
Job description
Posted on:
August 20, 2025
The IT Quality Performance Senior Manager will lead performance reporting, establish performance measurement frameworks, conduct gap analyses, and generate executive reports. They will collaborate with various teams to align SLAs, improve automation, and ensure data integrity. This role focuses on monitoring IT performance and driving continuous improvement initiatives across the T&DT sector.
Requirements
- Bachelor’s or Master’s degree in Business Analytics, Information Systems, Quality Management, or related field.
- 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.
- 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.
- Exceptional presentation and storytelling skills using data.
- Strong leadership in driving performance improvement and enforcing reporting discipline.
- Skills in cross-functional collaboration and stakeholder engagement.
Requirements Summary
Bachelor's/Master's in relevant field. 10-12 yrs in performance monitoring/reporting. 5+ yrs in senior-level roles reporting
