Job Purpose:
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.
Qualifications and Experience:
- Bachelor's Degree
- 8-12+ years total experience; 4-6 years in leadership roles
- Preferred to come from backgrounds such as: Service Delivery Manager, QA/Test Manager, IT Operations Manager, PMO / Delivery Manager, Digital Transformation Lead, Customer Experience / Operations Lead
- Certifications: ITIL Foundation / ITIL Managing Professional, PMP / PRINCE2, Lean Six Sigma (Green/Black Belt), Agile / Scrum (CSM, SAFe), ISO 9001 / Quality Management
Preferred Tools:
- 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
