Service & Project Quality Manager

Want to deliver tech with purpose, with people who care?

Join us in our mission to create solutions that help keep children safe online.

Who we are?

Headquartered in Perth, Australia, Qoria is an ASX listed global leader in child digital safety technology and services. We are a purpose-driven business, operating under the ‘Linewize’ brand in North America and Asia Pacific, the ‘Smoothwall’ brand in the UK, 'Octopus BI' in Sri Lanka and the ‘Qoria’ brand in EMEA. Our solutions are utilised by schools, school districts, and parental communities to protect children from seeing harmful content online, identify children at risk based on their digital behaviours and ensure teachers maintain focus and safe learning in the digital classroom. 30.000 schools and 7 million parents depend on our solutions to keep 25 million children safe in 180 countries around the world.

What’s the opportunity ?

The Service & Project Quality Manager is responsible for driving operational excellence across our enterprise technology and product security engineering and support functions. This role ensures high standards in service delivery, project tracking, ticket management, SLA compliance, and reporting accuracy. The ideal candidate will proactively enforce good hygiene in tooling such as Jira and ITSM platforms, deliver actionable reporting, and serve as a trusted quality advisor for both operational teams and leadership.

Here’s how’ll you do it@

Ensure a high standard of ticket management & hygiene

• Monitor and enforce best practices in ticket lifecycle management (e.g. assignment, status updates, resolution timelines)

• Conduct regular audits/reviews of Jira/ITSM tickets for quality, completeness, and alignment to process standards.

• Drive compliance with ITSM workflows and escalate breaches or hygiene gaps as needed.

SLA Monitoring & Alert Management

• Track service level agreements (SLAs) for incidents, requests, and alerts.

• Identify trends in SLA breaches and propose process or tooling improvements.

• Report on the status of SLA compliance as part of weekly metrics

Project Hygiene & Delivery Quality

• Ensure that active projects within Jira or project tracking tools are up to date, with clear owners, status, and documentation.

• Work with team leads and project managers to ensure reviews are current and backlogs are healthy.

• Flag projects or tasks that are at risk due to outdated or incomplete information.

• Report on the status of project quality as part of weekly metrics

  Reporting & Operational Metrics

• Ensure that Key Quality Performance Indicators are 

• Support local Sri Lankan reporting requirements as needed for internal and inter-team requirements. 

Cross-functional Collaboration

• Liaise with team leads and managers across enterprise security, product security and technical integrations to ensure visibility and accountability.

• Facilitate retrospectives, quality reviews, or improvement workshops where necessary.

• Act as a point of coordination for continuous improvement initiatives.

What you’ll bring:

• 5+ years in service delivery, ITSM, or project operations roles.

• Strong working knowledge of Jira and service desk platforms (e.g. ServiceNow, Zendesk, or similar).

• Experience building or maintaining reporting dashboards using tools like Jira filters, Google Sheets, Looker, PowerBI, or Tableau.

• Familiarity with ITIL processes and SLA frameworks.

• High attention to detail and a proactive, structured work style.

• Excellent communication and stakeholder engagement skills.
  

Why choose us?

• Deliver tech with purpose...

As a member of our Engineering team, your work truly matters. Your skills, knowledge and ideas will all help children stay safe online. It feels good to do good.

• With people who care...

Our Engineers are amazing! They’re also amazingly supportive. We all take ownership of our work, end to end. And at the same time, we really care about growing and winning together.

• Through work that you love...

You’ll get to work on solving problems for a global engineering team that has a user base in the tens of millions. And you'll be exposed to modern technologies and processes, in a fast-paced and supportive learning environment.

• And a career that you own...

This role offers so many opportunities to expand your skills and grow your career. You’ll get to attend local software conferences, paid for by us. And as you step up and take ownership to make things happen, you’ll carve out an incredible career.

Shortlisting will commence immediately.