Service Delivery Manager Delivery and Account Management

What Working at Hexaware offers:

Hexaware is a dynamic and innovative IT organization committed to delivering cutting-edge solutions to our clients worldwide. We pride ourselves on fostering a collaborative and inclusive work environment where every team member is valued and empowered to succeed.

Hexaware provides access to a vast array of tools that enhance, revolutionize, and advance professional profile. We complete the circle with excellent growth opportunities, chances to collaborate with highly visible customers, chances to work alongside bright brains, and the perfect work-life balance.

With an ever-expanding portfolio of capabilities, we delve deep into and identify the source of our motivation. Although technology is at the core of our solutions, it is still the people and their passion that fuel Hexaware s commitment towards creating smiles.

At Hexaware we encourage to challenge oneself to achieve full potential and propel growth. We trust and empower to disrupt the status quo and innovate for a better future. We encourage an open and inspiring culture that fosters learning and brings talented, passionate, and caring people together.

We are always interested in, and want to support, the professional and personal you. We offer a wide array of programs to help expand skills and supercharge careers. We help discover passion the driving force that makes one smile and innovate, create, and make a difference every day.

The Hexaware Advantage: Your Workplace Benefits

• Excellent Health benefits with low-cost employee premium.
• Wide range of voluntary benefits such as Legal, Identity theft and Critical Care Coverage
• Unlimited training and upskilling opportunities through Udemy and Hexavarsity

Title : Service Delivery Manager

Location : Menlo Park, California

Mode of work : Onsite

Fulltime with Hexaware

## Service Delivery Manager Delivery and Account Management

- Lead and manage testing delivery across a large-scale organization of approximately 400+ team members, including Engineering, testers, test leads, managers, and supporting delivery teams.

- Serve as the single point of contact for service escalations, client feedback, reporting, metrics monitoring, delivery governance, and oversight of Deliverables.

- Establish and manage delivery governance, operating models, communication structures, escalation mechanisms, and performance-management practices.

- Manage multiple testing programs, workstreams, releases, and priorities within a fast-paced product organization.

- Ensure the quality, performance, timeliness, and completeness of Services and Deliverables.

- Own overall program success, including delivery outcomes, service quality, operational performance, client satisfaction, and continuous improvement.

- Monitor and report KPIs, SLAs, quality metrics, productivity, utilization, risks, dependencies, service health, and delivery performance.

- Ensure delivery is aligned with contractual commitments, outcome-based objectives, agreed acceptance criteria, milestones, and client expectations.

- Identify, report, and mitigate blockages, delays, risks, dependencies, and delivery complications.

- Act as the first escalation point for program execution, service quality, performance, and operational issues.

- Coordinate with internal teams, client stakeholders, and third-party vendors to drive timely issue resolution.

- Prepare and present operational, governance, performance, and management reports to client leadership.

- Conduct postmortem and failure analysis for major issues and implement corrective and preventive actions.

- Drive continuous improvement initiatives across processes, delivery practices, service quality, productivity, and operational efficiency.

- Ensure the testing organization can scale effectively in response to product growth, changing priorities, release demand, and business needs.

- Demonstrate independent problem-solving, accountability, sound judgment, and self-learning.

- Operate effectively in a fast-paced environment involving multiple stakeholders across different locations and time zones.

Key Requirements

### Service Delivery and Scale

- More than 20 years of overall experience, including at least 10 years leading testing or QA delivery programs.

- Proven experience managing large-scale testing or quality engineering programs involving approximately **400+ team members**.

- Experience managing globally distributed teams across multiple locations, time zones, and organizational structures.

- Demonstrated ability to design and operate delivery governance, reporting, escalation, and performance-management processes at scale.

- Strong knowledge of QA methodologies, testing standards, governance models, quality engineering, and continuous testing practices.

- Experience managing delivery risks, dependencies, escalations, issues, operational improvements, and production-impacting quality concerns.

- Demonstrated experience defining, monitoring, and reporting KPIs, SLAs, quality metrics, productivity, utilization, and delivery performance.

- Strong numerical, analytical, and data interpretation skills, including an understanding of statistical methods.

- Experience conducting root-cause analysis, postmortems, failure analysis, and process improvement initiatives.

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