Role: Service Delivery Manager Job Scope Overview: We are seeking for an experienced Service Delivery Manager who specializes in the delivery of software quality assurance in BFSI (banking, finance, securities and insurance) domain to join our team. The role requires a strong project management and interpersonal skills for effective client engagement to manage expectation and scope-of-work (SoW), and leadership skills to manage team resource for fostering camaraderie-ship, deliver project milestones and service excellence. Key Responsibilities: Primarily responsible for service delivery of designated customer accounts and portfolio , including contractual scope-of-work and service level agreements (SLAs), change requests, risk assessment and mitigation, project milestones and associated financial key-performance indicators (KPIs), and customer satisfaction, as well as management of project team members, on resource assignment and optimization, and employee care, for sustainable business growth. Work with client-side key-stakeholders including Test Program Managers, Business Analyst Team Leader, and DevOps Team Leaders, etc. on project scheduling in alignment to project scope-of-work, change request management, address escalation and mitigate stoppers, facilitation of pre-testing preparation (environment and test data), facilitation of triage process, obtain sign-off on completion of work, providing periodic management reports, and participate in project steering committee meetings, etc. Work with internal key-stakeholders including head of delivery, test managers and cross-functional teams on management of test team members on project milestones delivery and building of camaraderie-ship, including resource allocation and optimization, training and development, and employee care. Drive Testing Centre-of-Excellence (TCoE) best practices and continuous innovation to build a high performing and competent resource team. Work with sales team (Account Managers) on management of project engagement's profit and loss (P&L), to achieve the financial bottom line KPI, based on targeted gross margin (GM%) of contractual scope of work. In doing so, support pre-sales activities , including attending to Request for Quotation/Proposal (RFQ/RFP), provide input for effort sizing of project delivery, and reviewing SoW to ensure contractual terms and conditions (service product definition, project schedule, payment terms, key dependencies, and method of evaluation, etc.) are aligned to company interest. Experience, Qualifications and Requirements: At least ten years of working experience, preferably in providing software quality assurance in the BFSI industry, with five years in testing or project management. Possess a Bachelor&aposs Degree with major in the Computer Science or equivalent field, and preferably certified in Project Management and familiar with software development lifecycle (SDLC), including Waterfall, Agile, and DevOps. Competent in stakeholder, crisis, team and P&L management, with good leadership, interpersonal communication and presentation skills. Fluent in English language, including for both written and verbal communications. Able to travel for short business trips. Show more Show less