Director of Service Delivery & Quality, Automation-First

SoundThinking; New York (NY); Hybrid; USD 190,000 - 210,000; Full time

Benefits offered by this job

Hybrid schedule

Office locations

Executive reporting tooling

Job summary

SoundThinking seeks a Senior Director of Service Delivery & Quality to lead QA, support, release governance, and business analysis for a large public-safety client. You will own problem management, automated quality, and the client-facing governance dashboard while shaping a high-performance delivery organization.

The role requires directing multi-disciplinary teams, building automation-first processes, and delivering RCA, KPIs, and executive briefings with client leadership.

Qualifications

• Director-level experience in service delivery, service management, or delivery operations.
• Experience running service governance within CI/CD with automated gates and DORA metrics.
• Ability to build functions from scratch and lead adoption of incident, problem, and change management.
• Line-management experience across QA, support, PM/BA.
• Executive stakeholder communication and relationship-building with client leadership.
• Analytical skills to build and use a metrics program for decision making.
• Strong writing and documentation skills, with ability to produce written status and decisions.
• Experience with AI tools for job-related tasks.

Responsibilities

• Directly manage QA, support, release/program management, and business analysis functions.
• Build automation-first quality practice for a ~20-application portfolio.
• Grow incident and problem management into structured practices with RCA and timelines.
• Chair governance reviews and present executive reporting to client leadership.
• Define QA governance, testing standards, and defect management with client visibility.
• Own delivery metrics program including DORA and ITSM measures.
• Govern service risk and modernization with client stakeholders and tooling.
• Lead stakeholder relationships and serve as the quality/governance voice in client forums.

Job description

SoundThinking seeks a Senior Director of Service Delivery & Quality to lead QA, support, release governance, and business analysis for a large public-safety client. You will own problem management, automated quality, and the client-facing governance dashboard while shaping a high-performance delivery organization.

The role requires directing multi-disciplinary teams, building automation-first processes, and delivering RCA, KPIs, and executive briefings with client leadership.