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Cloud Service Quality Assurance Manager

Job ID: R0133561 Location: Ottawa, Ontario, Canada
Regular Employment, Full time
Location: Ottawa 20 Colonnade, Canada

Thales people architect identity management and data protection solutions at the heart of digital security. Business and governments rely on us to bring trust to the billons of digital interactions they have with people. Our technologies and services help banks exchange funds, people cross borders, energy become smarter and much more. More than 30,000 organizations already rely on us to verify the identities of people and things, grant access to digital services, analyze vast quantities of information and encrypt data to make the connected world more secure.

The Cloud Service Quality Assurance Manager (CSQAM) owns the Quality mission covering all Cloud Service (SAAS) Products for Thales CPL globally. He/she will need to work closely with Engineering, Product and Business Operations teams globally operating within the Quality Assurance framework promoting a strong quality culture across the SAAS product value chain. The CSQAM shall be data driven with a focus on creating business and customer value through promoting initiatives which drive towards creating best in class quality and exceptional customer experience with our SAAS Products.

The successful candidate for this role will have a persistent voice in their head that says “we can always be doing things better and faster that will beat the competition”.

The CSQAM, will be results driven and customer focused, with a passion for continuous improvement and a mindset that zero defects and or zero unplanned service downtime can be achieved. As the SAAS business grows this leader will hire, develop and retain top talent and promote a high performance team, which honors collaboration, professionalism and integrity as key values. 

This role requires a strong influential and inspirational leader, with business acumen, technical awareness and processes knowledge necessary to assist all parts of SAAS business that impacts the customers’ experience and the company’s revenue. This role will be responsible for resource allocation, including budget and personnel, and for delivering results that support the company’s customer experience vision.

This role requires in-depth knowledge of QA Methodologies around Software Delivery Life Cycle, Scaled Agile development processes and Continuous-Improvement/Continuous-Delivery model. The CSQAM will need to work closely with the Business Operations organization and establish a solid understanding of what it takes to have a streamlined and operationalized SAAS product offering. The CSQAM will need to interact internally and externally with all levels of management on critical and complex QA matters impacting SAAS product quality and customer satisfaction. This role is expected to contribute to the leadership team and report on the progress and performance against defined Quality standards and objectives. The individual in this role will collaborate on strategic projects within the groups critical to product delivery and service level agreement (SLA) maintenance with the goal to establishing best in class customer experience. This role should be well connected with the latest trends in QA methodology for Cloud Service Operations and make sure we stay at the forefront of trending technology and operating practices. 

Key Responsibilities:

  • Works with engineering teams to develops quality standards for areas such as Test automation, Unit, Functional, System Integration, Performance and User Acceptance test phases according to Thales defined QA framework
  • Collaborate with Engineering teams to definition, implementation, and maintain against QA standards and methodologies with the goal of maintaining industry best in class service quality and customer satisfaction
  • Holds teams accountable for their work by being data driven and setting expectations, achieving commitments, providing feedback, and evaluating effectiveness based on data and Quality KPI’s
  • Escalates critical issues to direct manager and senior leadership timely and appropriately
  • Weekly updates to direct manager and at least semi-annual updates to upper management in order to synthesize relevant information on key quality milestones, success criteria and risks
  • Contribute to product life cycle discussion working closely with Program Management and Engineering teams on Cloud service products to assure that acceptable quality standards are followed with a focus on user experience to achieve highest levels of customer satisfaction
  • Represent the interest of the overall Business Operations group for all processes impacting Cloud service products
  • Provides guidance in the evaluation and benchmarking of testing automation framework and automation tools.
  • Facilitates communication with customers and engineering teams on quality topics
  • Work closely with Cloud Operations teams to conducts "post-mortems" on escaping defects and service downtime to define and document lessons learned and translate them into future improvements and evolution of QA framework accordingly
  • Experience managing and working with a geographically distributed organization including offshore

Required Skills and Experience:

  • Minimum of 10+ years' experience in a related field working with engineering teams
  • Experience working with Software as a Service products
  • Minimum 2+ years of experience in a managerial/leadership role
  • Excellent knowledge of software delivery lifecycle
  • Excellent knowledge of QA Methodologies, tools, related techniques, and ability to document & implement QA standards and procedures relevant to software development and Cloud Operations
  • Working knowledge of test automation tools and CI-CD frameworks

Preferred Qualifications:

  • Preferred experience in ITIL Framework
  • Program Management experience
  • Dashboard development in Microsoft PowerBi

Thales is an equal opportunity employer which values diversity and inclusivity in the workplace. Thales is committed to providing accommodations in all parts of the interview process. Applicants selected for an interview who require accommodation are asked to advise accordingly upon the invitation for an interview. We will work with you to meet your needs. All accommodation information provided will be treated as confidential and used only for the purpose of providing an accessible candidate experience.

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Ottawa 20 Colonnade, Canada