Service Delivery Manager

Technologies we use

About the project

Your 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

Our 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

Optional

• 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
• 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

Benefits

Equal Opportunity Employer

Internal Reporting and Whistleblower Protection