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The Service Delivery & QA Lead ensures services and products are delivered reliably, on time, and at the required quality standards. The role leads service governance, quality assurance, performance monitoring, and continuous improvement while acting as the link between business, technology, operations, and vendors.
DUTIES & RESPONSIBILITIES
Service Delivery
- Own service delivery framework, SLAs, and KPIs
- Monitor performance, incidents, and escalations
- Lead service reviews and stakeholder reporting
- Manage vendors and ensure contractual compliance
Quality Assurance
- Define QA strategy, standards, and testing governance
- Implement quality gates across delivery lifecycle
- Oversee testing (functional, UAT, regression, automation)
- Drive root cause analysis and corrective actions
Performance & Improvement
- Track KPIs (SLA compliance, incidents, availability, CSAT)
- Produce dashboards and executive reports
- Lead continuous improvement and process optimization
- Support audit, risk, and compliance activities
Leadership
- Lead and develop Service Delivery and QA teams
- Foster a culture of accountability, quality, and excellence
SKILLS & ABILITIES
- Service Delivery & ITSM expertise
- QA and testing governance
- KPI and performance management
- Vendor and stakeholder management
- Risk and process improvement
- Strong communication, leadership, and problem-solving skills
POTENTIAL BACKGROUND
Years of Experience
- 8–12+ years total experience
- 4–6+ years in leadership roles
Certifications (Highly Desirable)
- ITIL Foundation / ITIL Managing Professional
- PMP / PRINCE2
- Lean Six Sigma (Green/Black Belt)
- Agile / Scrum (CSM, SAFe)
- ISO 9001 / Quality Management
PREFERRED TOOLS /SOFT SKILLS
Service Management & ITSM: ServiceNow, Jira Service Management, BMC Remedy, Freshservice
QA & Testing Tools: Selenium / Cypress / Playwright, TestRail / Zephyr / Xray, Postman / SoapUI, JMeter / LoadRunner
Project & Delivery Tools: Jira / Confluence, Azure DevOps, MS Project, Asana / Monday.com
Reporting & Analytics: Power BI, Tableau, Excel Advanced Analytics
Collaboration & Documentation: SharePoint, Confluence, Notion, Microsoft Teams / Slack
Key Skills
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