Service Delivery Manager

As a Service Delivery Manager for QA projects, you will own the end-to-end delivery of quality assurance services for Applications & devices (including AR/VR systems). You'll lead a multidisciplinary QA team, manage client relationships, ensure operational excellence, and drive continuous improvement across all delivery streams. This role requires a blend of technical QA expertise, people management, and strategic service delivery leadership.

Location and Work Mode:

· Work week from Sunday to Thursday

· Hybrid module of work from Gdańsk office

Role & Responsibilities:

· Service Delivery Ownership: Oversee the planning, execution, and delivery of QA services, ensuring alignment with client expectations, SLAs, and business objectives.

· Client Engagement: Act as the primary point of contact for clients and stakeholders, managing communications, escalations, and relationship-building.

· Team Leadership: Lead, mentor, and develop QA engineers and leads, fostering a high-performance culture focused on quality and accountability.

· Resource & Capacity Management: Allocate resources, manage team workload, and optimize capacity to meet project demands and deadlines.

· Operational Excellence: Implement and monitor QA processes, metrics, and best practices to ensure efficient, scalable, and compliant delivery.

· Risk & Issue Management: Proactively identify delivery risks, manage escalations, and drive resolution of issues impacting service quality or timelines.

· Continuous Improvement: Champion process optimization, automation, and innovation in QA delivery; introduce new tools and methodologies for better outcomes.

· Governance & Compliance: Ensure adherence to organizational policies, regulatory standards, and audit requirements.

· Transition & Onboarding: Lead transitions for new projects, clients, or vendors, ensuring seamless onboarding and knowledge transfer.

· Financial Management: Track budgets, forecast resource needs, and manage costs to ensure profitable service delivery.

Requirements:

· Education: Bachelor's or Master's degree in Computer Science, Engineering, Business, or related field.

· Experience: 10+ years in QA, software/hardware testing, or service delivery roles, with at least 5 years in a managerial or delivery lead capacity.

· Technical Expertise: Strong understanding of QA methodologies, test automation, and hardware/software integration.

· Service Delivery Skills: Proven experience in managing service delivery for large-scale QA projects, including client management and SLA tracking.

· Leadership & People Management: Demonstrated ability to lead teams, manage performance, and drive engagement.

· Project & Financial Management: Experience in project planning, budgeting, and resource management.

· Process Improvement: Track record of driving operational improvements and implementing best practices.

· Stakeholder Engagement: Excellent communication, negotiation, and relationship-building skills.

· Compliance & Audit: Familiarity with quality audits, compliance frameworks, and regulatory standards.

· Preferred Skills: Knowledge of AR/VR, cloud platforms (Azure, AWS), CI/CD pipelines, and transition management.

· Certifications: PMP, ITIL, ISTQB, Agile, or relevant service delivery/QA certifications are a plus.

Good to Have:

· Experience with vendor management and multi-site delivery.

· Exposure to AI/ML-driven QA analytics and reporting.

· Ability to thrive in fast-paced, client-facing environments.

What we offer:

• Flexible benefits package tailored to your needs (Multisport card, shop vouchers, etc. – via MyBenefit cafeteria)

• Premium medical services for employees and family members (Luxmed)

• Life & Disability Insurance for employees and family members (Generali)

• Profitable Voluntary Pension Fund

• Social Fund benefits: holiday bonuses, kindergarten allowances, etc.

• Integration and cultural events for employees

• Reward and recognition programs for high performers

• Employee Referral bonuses

• Relocation assistance: accommodation, travel, and other covered expenses

• Friendly and inclusive company culture

Equal Opportunity Employer:

Wipro is an Equal Opportunity Employer. We provide consideration for all qualified applicants regardless of race, color, religion, gender, marital status, age, ethnicity, national origin, sexual orientation, political views, disability, or any other characteristic protected by law.

Internal Reporting and Whistleblower Protection:

Wipro IT Services Poland Sp. z o.o. adheres to the Internal Reporting and Whistleblower Protection Regulations. Candidates can submit internal reports via email to

, through the Internet at , or by post/courier to Wipro's registered office