Vancouver, British Columbia
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: TestRail 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
1. Direct operations management and escalation handling by implementing best practices in workflow design, resource allocation, and issue resolution to ensure all client SLAs and internal metrics are achieved.
2. Drive process improvement initiatives using Lean, Kaizen, and data visualization platforms such as Power BI or Tableau to identify and resolve bottlenecks, enabling measurable gains in efficiency and quality.
3. Oversee escalation management protocols by setting up structured response mechanisms, analyzing root causes, and ensuring rapid resolution of high-impact incidents.
4. Guide and coach team leaders and managers by conducting regular performance reviews, sharing operational management frameworks, and promoting a culture of continuous learning and accountability.
5. Interpret and communicate operational performance trends using advanced data visualization tools, ensuring key stakeholders are informed and empowered to make timely decisions.
6. Champion innovation within operations by leveraging industry best practices and emerging technologies to streamline systems, policies, and processes supporting organizational growth.
7. Develop and maintain robust feedback channels with clients to proactively understand evolving requirements and ensure service delivery aligns with client expectations.
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, TestRail, 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
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