Service Delivery Manager

Hexaware Technologies; Menlo Park (CA); On-site; USD 180,000 - 240,000; Full time

Job summary

A leading technology consulting firm based in California is seeking a Service Delivery Manager to act as the primary interface between the offshore team and Client leadership. This role involves managing a team of testers, optimizing QA processes, and ensuring effective communication with stakeholders. Candidates should have over 20 years of experience, including 10+ years leading testing projects and the ability to manage large, globally distributed teams while maintaining high standards of quality assurance.

Qualifications

• 20+ years of overall experience with 10+ years in leading testing projects.
• Experience in managing large programs with globally distributed teams.
• High knowledge of QA methodologies and standards.
• Excellent people management abilities.
• Ability to define and track KPIs and SLAs.
• Possess qualities like great attention to detail and ability to define, experience in tracking KPIs and SLAs
• Excellent report the same back to client
• Have excellent organizational and leadership abilities in addition to experience of interfacing with third party vendors
• Ability to work in a fast-paced environment involving multiple stakeholders based in different locations

Responsibilities

• Serve as the main contact for the Program Manager.
• Host weekly 1:1 meetings with the Client Program Manager.
• Report and mitigate blockages and complications.
• Perform postmortem failure analysis.
• Communicate updates to Client stakeholders.
• Perform postmortem failure analysis and build a process of improvement
• Demonstrate ability for independent problem solving and self-learning

Skills

People management skills

Data analysis skills

Problem-solving abilities

Organizational skills

Attention to detail

Vendor management

Leadership

Problem solving

Job description

Service Delivery Manager is the interface between the offshore team and Client leadership. Responsible for managing the team of testers and leads, provides oversight on test practices, and suggests methods to optimize the organization's process.

Responsibilities

• Serve as the main point of contact for the Program Manager
• Host a weekly 1:1 meeting with the Client Program Manager
• Serve as the first escalation point of contact for program execution
• Report and mitigate blockages, delays and complications
• Communicate plan/updates/status to Client stakeholders
• Perform postmortem failure analysis and build a process of improvement
• Demonstrate ability for independent problem solving and self-learning

Qualifications

• 20+ years of overall experience with 10+ years in Leading Testing projects
• Experience with a track record of managing large programs involving globally distributed team
• High knowledge of all QA methodologies and standards
• Excellent numerical skills and understanding of data analysis/statistical methods
• Excellent people management skills while managing large globally distributed teams
• Possess qualities like great attention to detail and ability to define, experience in tracking KPIs and SLAs
• Excellent report the same back to client
• Have excellent organizational and leadership abilities in addition to experience of interfacing with third party vendors
• Ability to work in a fast-paced environment involving multiple stakeholders based in different locations

Seniority Level

Not Applicable

Employment Type

Full-time

Job Function

Information Technology

Industries

IT Services and IT Consulting