Service Delivery Manager

4 dni temu

Gdansk Metropolitan Area, Polska Ubique Systems Pełny etat 65 000 zł - 130 000 zł rocznie

JD:

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.

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