Service Delivery Manager

Description:

Yochana is seeking an experienced and results-driven Service Delivery Manager – Quality Engineering for an on-site role in Vancouver, BC. This high-impact leadership role involves managing the quality engineering service delivery across a major client account, focusing on operational excellence, client satisfaction, and quality transformation.

The ideal candidate will bring deep technical and leadership expertise in QA/QE, a proven track record of managing large-scale quality assurance programs, and the ability to lead with strategic insight and tactical execution. The SDM will be accountable for building strong client relationships, driving continuous improvement, and optimizing the delivery model for long-term value creation.

Key Responsibilities:

Client Engagement & Governance:

• Act as the primary point of contact for client stakeholders regarding delivery.

• Manage overall test governance, including risk and dependency management.

• Conduct quarterly and monthly governance reviews focusing on resource utilization, forecasting, gap analysis, and delivery performance.

• Align delivery outcomes with the client’s business goals and transformation roadmap.

Operational Oversight:

• Monitor and improve productivity, efficiency, and incident resolution.

• Lead root cause analysis and drive issue prevention across supported applications.

Team Leadership & Transformation:

• Lead technical teams to elevate engineering maturity and quality transformation.

• Foster a culture of accountability, growth, and innovation within the delivery team.

• Guide resource planning, including headcount forecasting and budget alignment.

Reporting & Metrics:

• Develop executive dashboards and scorecards to track delivery health.

• Monitor KPIs such as SLA compliance, defect leakage, automation coverage, and quality trends.

• Present executive-level status updates internally and to client leadership.

Required Skills & Experience:

• Minimum 15 years of experience in software delivery or QE, with at least 5 years in service delivery leadership.

• Demonstrated success in leading large-scale QA/QE programs, preferably in retail or digital transformation environments.

• Deep understanding of Agile, DevOps, test automation, and quality assurance best practices.

• Strong leadership, communication, and client engagement skills.

Preferred Qualifications:

• Bachelor's or Master’s degree in Engineering or a related technical field.

• Certifications in Agile, Scrum, or ITIL.

• Experience with tools such as JIRA, Confluence, TestRail, and CI/CD pipeline systems.