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 & RESPONSIBILITIESService DeliveryOwn service delivery framework, SLAs, and KPIsMonitor performance, incidents, and escalationsLead service reviews and stakeholder reportingManage vendors and ensure contractual complianceQuality AssuranceDefine QA strategy, standards, and testing governanceOversee testing (functional, UAT, regression, automation)Drive root cause analysis and corrective actionsPerformance & ImprovementTrack KPIs (SLA compliance, incidents, availability, CSAT)Produce dashboards and executive reportsLead continuous improvement and process optimizationSupport audit, risk, and compliance activitiesLeadershipLead and develop Service Delivery and QA teamsFoster a culture of accountability, quality, and excellenceSKILLS & ABILITIESService Delivery & ITSM expertiseQA and testing governanceKPI and performance managementVendor and stakeholder managementRisk and process improvementStrong communication, leadership, and problem-solving skillsPOTENTIAL BACKGROUNDYears of Experience8–12+ years total experience4–6+ years in leadership rolesCertifications (Highly Desirable)ITIL Foundation / ITIL Managing ProfessionalPMP / PRINCE2ISO 9001 / Quality ManagementPREFERRED TOOLS /SOFT SKILLSQA & Testing Tools: Selenium / Cypress / Playwright, TestRail / Zephyr / Xray, Postman / SoapUI, JMeter / LoadRunnerReporting & Analytics: Power BI, Tableau, Excel Advanced Analytics#J-18808-Ljbffr