QA Lead

GSK remains committed to achieving bold commercial ambitions for the future. By 2031, we aim to deliver £40 billion in annual sales, leveraging our existing strong performance momentum to significantly increase our positive impact on the health of billions of patients globally.

The QA Lead is responsible for defining, governing, and embedding quality assurance practices across the ServiceNow Platform & Enterprise Tools Domain, ensuring that platforms, products, and integrations are delivered with high levels of reliability, security, usability, and compliance.

Key Responsibilities

Quality Strategy & Governance

• Define and own the quality assurance strategy for the ServiceNow Platform & Enterprise Tools Domain, aligning with product delivery, architecture standards, security requirements, and enterprise governance.
• Oversees the end-to-end testing environment, automated testing frameworks, platform release testing, and validation of platform upgrades across ServiceNow and enterprise tools.
• Establish domain-wide QA standards, test approaches, and quality gates covering functional, non-functional, regression, integration, and user acceptance testing.
• Define risk-based testing approaches to prioritise effort across critical services, high-transaction workflows, regulated processes, and AI-enabled automation.

Delivery Assurance

• Provide QA leadership across multiple delivery teams, ensuring quality activities are embedded throughout the product lifecycle (refinement, build, test, release, and post-go-live).
• Partner with Product Owners and Delivery Managers to define acceptance criteria, test coverage expectations, and release readiness decisions.
• Ensure dependencies, integrations, and cross-platform impacts are adequately tested across ServiceNow modules and enterprise tooling integrations.

Test Automation & Tooling

• Drive the adoption and continuous improvement of test automation strategies, including automated regression, API testing, workflow validation, and data integrity checks.
• Govern the use of QA tooling and frameworks (e.g. ServiceNow ATF, API testing tools, CI/CD quality checks), ensuring consistency and reusability.
• Balance automated and manual testing approaches based on risk, complexity, and business criticality.

Non-Functional & Compliance Assurance

• Ensure non-functional requirements (performance, resilience, security, accessibility, operability) are clearly defined, tested, and signed off prior to release.
• Partner with Security, Risk, and Compliance teams to embed appropriate controls, evidence, and audit readiness into QA processes.
• Support validation of AI-enabled or automated workflows, ensuring transparency, fallback behaviour, and safe operation.

Operational Readiness & Defect Management

• Oversee defect management processes, ensuring issues are triaged, prioritised, and resolved effectively with clear root-cause insight.
• Support go-live and hypercare activities, ensuring quality risks are understood and mitigated.
• Contribute to continuous improvement by analysing defect trends, test effectiveness, and release outcomes.

Professional Qualifications

• Bachelor’s or Master’s degree in Business, Information Technology, Project/Programme Management, or equivalent experience.
• Professional certifications desirable (e.g., ITSM, etc).

Area of Specialisation

• Quality assurance and test strategy for enterprise platforms, ServiceNow testing and validation, test automation and quality engineering, non-functional testing and risk-based assurance, agile and product-based delivery environments

Experience Required

• Overall 15 years and typically, 5-7 years in QA, testing, or quality engineering roles within complex enterprise environments.
• Proven experience defining and leading QA strategies across multiple teams or platforms.
• Strong experience testing workflow-based platforms (e.g. ServiceNow) and complex system integrations.
• Demonstrated experience implementing and governing test automation frameworks.
• Experience working within agile or DevOps delivery models.
• Experience operating in regulated or compliance-driven environments is highly desirable.