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.

• Own service delivery framework, SLAs, and KPIs
• Monitor performance, incidents, and escalations
• Lead service reviews and stakeholder reporting
• Manage vendors and ensure contractual compliance

• Define QA strategy, standards, and testing governance
• Oversee testing (functional, UAT, regression, automation)
• Drive root cause analysis and corrective actions

• Track KPIs (SLA compliance, incidents, availability, CSAT)
• Produce dashboards and executive reports
• Lead continuous improvement and process optimization
• Support audit, risk, and compliance activities

• Lead and develop Service Delivery and QA teams
• Foster a culture of accountability, quality, and excellence

• 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

• 8–12+ years total experience
• 4–6+ years in leadership roles

• ITIL Foundation / ITIL Managing Professional
• PMP / PRINCE2
• ISO 9001 / Quality Management

QA & Testing Tools: Selenium / Cypress / Playwright, Test Rail / Zephyr / Xray, Postman / SoapUI, JMeter / Load Runner

Reporting & Analytics: Power BI, Tableau, Excel Advanced Analytics