Service Delivery Director

Job Summary

Job Description – Service Delivery Manager (SDM) Role Summary We are looking for an experienced Service Delivery Manager (SDM) to drive end-to-end delivery governance, stakeholder management, and continuous improvement across engagements. The role focuses on ensuring delivery excellence, process standardization, team scalability, and successful execution of transformation and automation initiatives. Key Responsibilities 1. Product Engineering Coordination Collaborate with Product Engineering teams (SM, PO, Tech Leads) on: Capacity planning and demand forecasting Estimation for new initiatives and roadmap alignment Ensure seamless coordination between QA, product, and engineering teams 2. Delivery Governance & Communication Drive overall delivery governance framework across portfolio Manage structured status reporting, stakeholder updates, and executive communication Proactively escalate risks, issues, and dependencies to leadership Maintain regular cadence with stakeholders and ensure transparency 3. Process Excellence & Standardization Establish and enforce best practices, QA standards, and governance frameworks Track and report KPIs, SLAs, and delivery metrics Ensure effective knowledge management and documentation (Confluence, repositories) Conduct regular audits and process compliance reviews 4. Team Capability & Scalability Drive mentoring, upskilling, and cross-skilling initiatives Manage capacity planning, resource allocation, and bench alignment Ensure succession planning and scalability of teams Handle attrition backfill and workforce continuity planning 5. Stakeholder Alignment & Continuous Feedback Conduct regular sync-ups with SMEs, product managers, and technical stakeholders Ensure alignment on priorities, deliverables, and quality expectations Drive continuous feedback loops for delivery improvement 6. Risk Management & Delivery Continuity Proactively manage delivery risks, dependencies, and mitigations Conduct capacity reviews and sprint-level risk assessments Lead contingency and mitigation planning to ensure delivery continuity 7. Transformation & Governance Initiatives Monitor and ensure execution of transformation initiatives including: Test Rail validation Confluence documentation updates SLA compliance tracking Drive adoption of new tools, frameworks, and process improvements 8. Automation Acceleration Define and drive automation adoption strategy across engagements Set automation targets and track progress against goals Conduct weekly connects with SDETs and QE teams Identify risks, blockers, and collaborate with Hub/CoE for resolution Operational Responsibilities Conduct regular cadence with Product Engineering (SM, PO) Review Test Plans, Test Work Distribution, and Test Reviews Ensure Test Reports and Portfolio-level summaries are published Monitor Jira boards, sprint progress, and delivery health Drive defect RCA and SLA compliance reporting Track QE productivity and efficiency metrics Maintain team-level and portfolio-level SLA dashboards Plan and manage team leave calendar Drive knowledge management updates and repository governance Collaborate with other portfolio managers for standardization Support roadmap planning and pipeline for future delivery Required Skills & Competencies Strong experience in service delivery & governance (QA / IT / Digital programs)

Key Responsibilities

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Skill Requirements

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Other Requirements

Expertise in stakeholder management, executive communication, and reporting
Deep understanding of Agile/SAFe, DevOps, and QA lifecycle
Experience in KPI/SLA management and reporting tools (Jira, Test Rail, Confluence)
Strong leadership, risk management, and decision-making skills

Experience:

12+ years of experience in IT / Quality Engineering / Delivery
5+ years in Service Delivery / Program / Test Management roles

Key Deliverables

Delivery governance dashboards and SLA reports
Executive and stakeholder status reports
Automation and transformation tracking reports
Capacity and resource plans
Risk mitigation and RCA reports
Portfolio-level delivery summaries