Service Delivery Director
Canada
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Job Description
Service Delivery Director
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

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Skill Requirements

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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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Information at a Glance

Why HCLTech?

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 226,300 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending December 2025 totaled $14.5 billion.
23 Benefits At HCLTech, we believe in empowering our employees with comprehensive benefits that support their professional growth and enhance their well-being. When you sign up for a career with us, you gain access to: https://rmkcdn.successfactors.com/147eb21f/a701dca9-f32d-4fc9-9447-6.svg Industry-benchmarked compensation https://rmkcdn.successfactors.com/147eb21f/b0c54381-ddcc-4a33-9b35-9.svg Best-in-class healthcare benefits https://rmkcdn.successfactors.com/147eb21f/b73027be-7aae-4d36-a090-4.svg Personal time off https://rmkcdn.successfactors.com/147eb21f/d5b4fdfd-2e99-4e26-9878-9.svg Maternity and paternity benefits https://rmkcdn.successfactors.com/147eb21f/3d42b0fc-4652-435a-9ece-c.svg Access to skills / higher education programs/resources https://rmkcdn.successfactors.com/147eb21f/aeddeaf2-9e25-4584-ad11-d.svg Discounts on products and services via Benefit Box https://rmkcdn.successfactors.com/147eb21f/a9609a3b-2700-4b3c-9d90-a.svg Participate in CSR programs and live life with a purpose https://rmkcdn.successfactors.com/147eb21f/c6e33851-710f-4634-bd69-f.svg Opportunities to grow and advance your career Note: The benefits listed above vary depending on the nature of your employment and the country where you work. Some benefits may be available in some countries but not in all.