Sr Manager, Service Management Office (Test & Quality Engineering)

About the role

Role Mission

Lead and institutionalise enterprise-wide testing strategy, governance, and quality engineering practices to ensure StarHub’s corporate systems are resilient, secure, scalable, and consistently production-ready. Drive a culture of quality-by-design and continuous testing across the BTS ecosystem.

Accountabilities

• Own and evolve the enterprise testing and quality engineering strategy, aligned with BTS transformation goals.
• Provide leadership oversight for end-to-end testing governance across all corporate enterprise systems and platforms.
• Drive adoption of automation-first, continuous testing, and quality engineering practices across delivery teams.
• Ensure integration quality, release readiness, and production stability across complex, interdependent systems.
• Establish and govern vendor ecosystem, tooling strategy, and performance outcomes for testing services.
• Build and scale a Business Applications Testing Centre of Excellence (TCoE) to uplift organisational testing maturity and standardisation.

Responsibilities

• Define, implement, and continuously enhance the enterprise-wide testing strategy, governance model, and quality standards.
• Lead centralised test governance and operating model, ensuring consistency across programmes, platforms, and vendors.
• Establish and track enterprise quality KPIs (e.g., defect leakage, automation coverage, release readiness, system reliability).
• Provide executive-level visibility on quality health, risks, and release readiness across BTS initiatives.
• Oversee end-to-end testing lifecycle including planning, design, execution, and production validation across multiple programmes.
• Ensure comprehensive functional and non-functional testing coverage (performance, resilience, security, usability, scalability).
• Enforce quality gates and release governance to ensure all deployments meet enterprise standards.
• Drive large-scale adoption of test automation and continuous testing integrated into CI/CD pipelines.
• Lead strategy and standardisation of testing tools, frameworks, and platforms across BTS.
• Champion shift-left and shift-right testing practices, embedding quality early and continuously across the lifecycle.
• Partner with senior stakeholders (delivery leads, architects, product owners, service managers) to align on quality outcomes and delivery priorities.
• Provide leadership oversight of QA vendors, ensuring strategic alignment, SLA/KPI adherence, and value realisation.
• Integrate testing with Service Management processes to ensure seamless transition from delivery to operations.
• Lead enterprise-level defect management, root cause analysis, and continuous improvement initiatives.
• Develop and grow internal testing capabilities, including talent development and capability uplift within the TCoE.

Areas of Impact

• Enterprise-wide quality, testing maturity, and release reliability across corporate systems.
• System integration integrity, UAT effectiveness, and production stability.
• Automation adoption and CI/CD pipeline efficiency at scale.
• Vendor performance optimisation and cost-effectiveness of testing services.
• Reduction in defects, incidents, and operational risks.

Ideal Track Record

• 12–18 years of experience in software testing, quality engineering, or service management, with significant leadership responsibility.
• Proven track record of defining and leading enterprise testing strategies in complex, large-scale environments.
• Strong experience driving test automation, continuous testing, and DevOps quality practices.
• Deep understanding of Agile, DevOps, and ITIL frameworks in enterprise settings.
• Demonstrated success in managing multi-vendor ecosystems and cross-functional delivery at scale.
• Experience building or leading Testing Centres of Excellence or similar capability uplift initiatives.