IT Principal Enterprise Delivery Lead

Job Overview

The IT Principal Enterprise Delivery Lead is responsible for the large‑scale orchestration of testing across complex integrations and major transformation programs, such as Enterprise Resource Planning (ERP). The role serves as the primary Quality Assurance (QA) delivery lead for enterprise‑wide initiatives, partnering with Business and Product leads to ensure critical, high‑investment projects succeed.

• Drive operational QA execution within each release cycle for major programs, monitoring release readiness across multiple squads and raising enterprise‑level risks to prevent late‑stage defects.
• Lead the cross‑functional End‑to‑End strategy for complex transformation programs, ensuring zero business disruptions during major go‑lives and operationalizing the CoE’s automated “rules of the road.”
• Ensure every defect includes a verified Root Cause Analysis (RCA) and maintain strict bi‑directional traceability between test cases and defects, actively participating in bug triage calls.
• Maintain high data hygiene across QA reporting tools, ensuring test execution status, defect status, and release metrics are updated in real time to support decision‑making.
• Own QA ceremonies and drive active participation from senior stakeholders, standardizing QA ceremonies across the delivery lifecycle.
• Act as the primary QA liaison, streamlining delivery of objective, data‑driven test results to Business and Product leads, coordinating with Business Systems Analysts, Product Owners, and Engineers.

• Minimum of 10 years of experience in Software Quality Engineering, including at least 5 years in a senior leadership or Program QA Delivery role.
• Proven track record of driving the implementation of QA processes across large‑scale, complex release cycles and transformation programs.
• Expert‑level ability to manage and influence business and product stakeholders, with a deep understanding of test execution governance.
• Strong hands‑on experience in QA Automation, defect lifecycle management, and bi‑directional traceability with tools such as Jira and Xray.
• Proven experience leading purposeful, outcome‑driven QA ceremonies, bug triage calls, and structured walkthroughs with cross‑functional teams.

• Experience managing end‑to‑end testing for complex, integrated ecosystems involving multiple vendor platforms and diverse technical stacks.
• Experience with AI‑enabled test architecture, predictive analytics, or self‑healing automation frameworks.
• Demonstrated ability to influence cross‑functional teams and drive compliance with enterprise standards without impeding delivery velocity.

US annualized base salary range for this position is $ – $. The position may also be eligible for bonus, benefits, or related incentives. The base salary is the only component listed; additional compensation details will be based on job‑related capabilities, experience, and other factors.

Zendesk is an equal opportunity employer and fosters a diverse workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, sexual orientation, marital status, disability, or any other characteristic protected by law. We are an AA/EEO/Veterans/Disabled employer.