QA/QM Manager

Overview

Responsible for establishing, standardizing, and monitoring IT quality and governance processes across ITSM and SDLC, ensuring consistent service quality, process compliance, measurable performance, and continuous improvement in alignment with ITIL 4, ISO/IEC 20000, ISO 9001, and CMMI.

Responsibilities

• Process Design & Standardization: Build and maintain ITSM processes covering Incident, Problem, Change, Release, Configuration and Service Management; standardize SDLC and define process documentation, controls and RACI.
• Quality Assurance: Establish and conduct internal quality/process audits; monitor IT quality KPIs, SLA/OLA compliance and drive corrective actions for identified gaps and non-conformities.
• Process Maturity & Improvement: Assess process maturity against CMMI or equivalent frameworks and lead continuous improvement initiatives using PDCA/Lean/Six Sigma.
• Compliance & Certification: Maintain evidence and documentation for ISO/IEC 20000, ISO 9001 and other applicable standards; coordinate with external auditors and certification bodies.
• Quality Reporting: Analyze operational data to identify process risks, recurring issues and improvement opportunities; provide quality insights and recommendations to Technology Leadership.
• Stakeholder Management: Partner with IT Operations, Engineering, Product and other technology teams to ensure processes are effectively adopted in day-to-day 24/7 operations, not only documented on paper.
  
  

Requirements

• Bachelor's degree or above in IT, Computer Science, Quality Management or related fields.
• ITIL 4 Foundation required; ISO/IEC 20000, ISO 9001, CMMI or Six Sigma certifications are highly preferred.
• Manager: 6–7+ years of IT experience, including 3+ years in IT Process / Quality / ITSM.
• Senior Manager: 10+ years of IT experience, including 4–5+ years in IT Process / Quality / ITSM within critical or large-scale environments.
• Strong knowledge of ITIL 4, ITSM, SDLC and quality management frameworks.
• Experience in internal audit, process maturity assessment, KPI/SLA management and continuous improvement.
• Strong analytical, stakeholder management and influencing skills.
• Pragmatic and systematic mindset, with the ability to balance process compliance and operational effectiveness in a 24/7 environment.
  
  

Benefits

Salary & Allowances

• 13 month salary with annual performance bonus, project incentives, sales incentives (based on position).
• Lunch allowance: 730.000 VND/month.
• Special occasion bonus: 2.500.000VND/year.
• Annual leaves: Up to 20 days/year (based on levels).
• Health: Social insurance, premium health insurance, yearly health check.
• Laptop, screen and other needed facilities/accounts/tools for work.
  
  

Career Growth

• Yearly salary review and promotion.
• Diverse career path: Management or Expert and functions rotation opportunity.
• Free learning sources in Udemy, Coursera, O'Reilly platforms; internal workshop, certification sponsorship, and exclusive mentoring from C-levels.
• Recognition and awards at team and organizational levels.
  
  

Working Environment

• Open & collaborative working space foster both individual focus and teamwork activities.
• Young, dynamic, and collaborative working atmosphere.
• Quarterly/yearly teambuilding & engaged internal events.