Job Summary

The Director of Delivery Service Quality Assurance (DSQA) leads the independent service assurance function within a large-scale IT outsourcing engagement. This is a senior leadership role responsible for establishing, operating, and continuously maturing a comprehensive assurance program that monitors contractual obligation compliance, service level performance, governance reporting, and quality standards across all in-scope managed services.

This role operates with organizational independence from delivery teams, acting as an objective assurance authority that provides clients and internal stakeholders with transparent, data-driven, and near-real-time visibility into service performance and obligation compliance. The DSQA Director is a critical safeguard against the “watermelon effect” where surface-level metrics appear green while underlying service quality is deteriorating.

Key Responsibilities

1. To set the vision for sustaining and advancing models, certifications, and standards across the organization.
2. To lead the development of new frameworks and processes aligned with business goals and stakeholder needs.
3. To oversee the line of business-wide implementation of quality standards and certifications.
4. To lead customer presentations, showcasing quality processes as a competitive edge.
5. To mentor senior leaders, driving a culture of excellence and building leadership capability within the organization.

Skill Requirements

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Other Requirements

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