Service Delivery Manager
About The Position
This role is for a Service Delivery Manager (G10) responsible for leading and managing testing delivery across a large-scale organization of approximately 400+ team members. The position involves serving as the single point of contact for service escalations, client feedback, reporting, metrics monitoring, delivery governance, and oversight of deliverables. The Service Delivery Manager will establish and manage delivery governance, operating models, communication structures, escalation mechanisms, and performance-management practices. The role requires managing multiple testing programs, workstreams, releases, and priorities within a fast-paced product organization, ensuring the quality, performance, timeliness, and completeness of services and deliverables. The individual will own overall program success, including delivery outcomes, service quality, operational performance, client satisfaction, and continuous improvement. Key responsibilities include monitoring and reporting KPIs, SLAs, quality metrics, productivity, utilization, risks, dependencies, service health, and delivery performance, ensuring delivery aligns with contractual commitments, outcome-based objectives, agreed acceptance criteria, milestones, and client expectations.
Requirements
- Lead and manage testing delivery across a large-scale organization of approximately 400+ team members, including Engineering, testers, test leads, managers, and supporting delivery teams.
- Serve as the single point of contact for service escalations, client feedback, reporting, metrics monitoring, delivery governance, and oversight of Deliverables.
- Establish and manage delivery governance, operating models, communication structures, escalation mechanisms, and performance-management practices.
- Manage multiple testing programs, workstreams, releases, and priorities within a fast-paced product organization.
- Ensure the quality, performance, timeliness, and completeness of Services and Deliverables.
- Own overall program success, including delivery outcomes, service quality, operational performance, client satisfaction, and continuous improvement.
- Monitor and report KPIs, SLAs, quality metrics, productivity, utilization, risks, dependencies, service health, and delivery performance.
- Ensure delivery is aligned with contractual commitments, outcome-based objectives, agreed acceptance criteria, milestones, and client expectations.
Responsibilities
- Lead and manage testing delivery across a large-scale organization of approximately 400+ team members, including Engineering, testers, test leads, managers, and supporting delivery teams.
- Serve as the single point of contact for service escalations, client feedback, reporting, metrics monitoring, delivery governance, and oversight of Deliverables.
- Establish and manage delivery governance, operating models, communication structures, escalation mechanisms, and performance-management practices.
- Manage multiple testing programs, workstreams, releases, and priorities within a fast-paced product organization.
- Ensure the quality, performance, timeliness, and completeness of Services and Deliverables.
- Own overall program success, including delivery outcomes, service quality, operational performance, client satisfaction, and continuous improvement.
- Monitor and report KPIs, SLAs, quality metrics, productivity, utilization, risks, dependencies, service health, and delivery performance.
- Ensure delivery is aligned with contractual commitments, outcome-based objectives, agreed acceptance criteria, milestones, and client expectations.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
