Service Delivery & Quality Assurance lead

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