UAT and Business Readiness Lead

G'day!

We are ServiceRocket🚀, a global tech-enabled services company headquartered in Palo Alto, California. Our purpose is to be the single most reliable partner in the acceleration of your growth. At ServiceRocket, we are committed to the development of every Rocketeer and the trust of every customer.

Twenty years on and counting, we’ve got your back. 

- A 20+ year tech services expert of many solutions and partnerships with industry giants.

- Our diverse world of Rocketeers lives by our values with a collaborative mindset resulting in a 4.7 rating on Glassdoor.

- Our culture rocks! You’ll join a fun-loving and inclusive work environment that supports your professional growth and personal well-being. 

- We're recognized for our innovation, impact, and outstanding customer support, even earning the Atlassian Partner of the Year 2024–2025 for Co-Selling Excellence award.

Visit our website to learn more and become a part of our Rocketeer Nation.

ServiceRocket is seeking a strategic and execution-focused professional services leader to guide and execute our User Acceptance Testing (UAT) and Business Readiness workstreams. This role is a critical function within the ServiceRocket methodology, bridging technical delivery, quality assurance, and user adoption

You will be the final arbiter of quality and functionality, ensuring that all solutions rigorously meet business requirements. More importantly, you will proactively partner with the Change Management workstream to ensure the business is not only trained on the how but has successfully validated the what before Go-Live.

As the leader of the UAT workstream, your responsibilities span strategic execution, quality assurance, and cross-functional readiness:

- Define Test Scenarios Aligned with Business Requirements: Partner with business analysts and solution architects to translate requirements into comprehensive, real-world test cases

- Plan and Execute Test Cases & Scenarios: Develop the overall UAT strategy, detailed plans, timelines, and resourcing models required for successful execution

- Prepare Test Environment and Data: Oversee the setup of the dedicated UAT environment and the preparation of representative test data

- Execute Tests, Log Results, and Fix Defects: Lead the execution of UAT, managing the testing schedule, coordinating business testers, and ensuring all results are accurately logged and defects are triaged and prioritized

- Capture and Prioritize Feedback/Defects: Implement a rigorous defect management process, collaborating with technical teams for timely resolution

- Validate Migration Outcomes against Requirements: For migration projects, define the validation matrix to confirm successful data and functionality transfer

2. Alignment with Change Management 

- Test Readiness and Training Validation: Integrate the UAT process with the Change Management workstream. Use UAT testing cycles to validate the effectiveness of training materials and enablement sessions (e.g., test scripts should mirror training content)

- Feedback Loop for Adoption: Ensure UAT testers are properly debriefed to capture early feedback on user experience, process friction, and potential adoption roadblocks. Communicate these findings directly to the Change Management Lead for inclusion in resistance management and communications plans

- Risk Mitigation: Proactively report UAT status and defect trends to the Change Management team, allowing them to adjust communications and resistance management strategies based on technical risks identified during testing

- Attention to Detail and Analytical Skills: Use analytical skills to report not just on defects, but on the business process gaps uncovered during UAT, providing data-driven insight back to the consulting team

- Obtain Final Business Sign-Off for Go-Live: Own the formal process for achieving final UAT sign-off. Present clear, data-driven evidence to executive stakeholders that the solution meets all business acceptance criteria and is ready for production deployment

- Business Readiness Confirmation: Collaborate with the Change Management Lead to confirm that both the system (via UAT sign-off) and the people (via training and adoption readiness checks) are prepared for the transition.4. Client Relationship and Success Management  

- Manage Customer Relationships and Stakeholder Alignment: Act as a primary point of contact for key business stakeholders during UAT, maintaining strong, collaborative relationships throughout the workstream

- Customer Success Criteria Management: Actively partner with the customer to define, track, and ensure alignment with stated business success criteria and key performance indicators (KPIs) beyond initial UAT sign-off, ensuring the delivered solution drives expected business value

- Post-Go-Live Feedback Loop: Institute a structured process for gathering post-deployment feedback from business users to identify areas for optimization and ongoing service opportunities

- 8 - 15 years of progressive experience in technology consulting, quality assurance, or project delivery, with a minimum of 5 years specialising in leading large-scale UAT or functional testing workstreams

- Demonstrated experience working closely with Change Management teams to drive holistic project success

- Expertise in structured testing methodologies, defect tracking, and test management best practices, ideally within the Atlassian ecosystem (Jira)

- Exceptional leadership, communication, and executive-level presentation skills, with demonstrated ability to drive consensus and achieve sign-off from diverse stakeholders.

The US annual pay range for this Level 5 position is between $150,000 to $180,000 per annum. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations.  The pay range is the base pay being offered combined with our company-wide bonus plan. In addition, we provide allowances to cover technology, education, and wellness and a full range of medical, retirement, and other benefits. The total earnings may vary depending on experience and geographical location.

-Share the fruit program: when we grow the tree, we share the fruit–when the company grows, we share the profit.

-Stock options: you have the opportunity to participate in the ownership of the company.

-Health insurance: we support you and your family–your well-being matters.

-Retirement plan/funds saving: we care about your future–we have diverse plans depending on your location. 

-Career pathways program: you can grow horizontally, vertically, or any way you want.

-Generous monthly fixed allowances including Rockettoria, Scholarship & Learning, Tech Choice, Wellness.

-Generous PTO plus one cultural heritage and community day to celebrate your story, family, and culture.

Our goal is for you to interview us. We want you to meet our team so that you can confirm we are the right company for you. 

You will first meet our TA member in charge of the process, they will be your tour guide throughout the entire journey and will be there to answer any questions you may have! Then you’ll meet the hiring team and the executive of the area.

Become a Rocketeer. Join us in enabling fast-growing companies to take off and so will your career!