Service Co-ordinator

Specialising in both the development and publishing of casual and hybrid casual games, we also bring our creative touch to publishing PC & Console titles, ensuring a diverse and exciting gaming portfolio.
By joining our talented team in Leamington Spa, you’ll be part of a space where ideas flow freely, innovation flourishes, and team spirit stays strong. With over 1 billion players already reached, your work will contribute to our shared mission of making the most fun games for the world's players.
As we continue to grow, we are now looking for a Director of QA Services oversee and manage the wider QA Services for both internal & external stakeholders across our teams in the UK & India. A big focus for this role will be to create, develop, & establish the QA services as an MSA for external clients converting QA Services from a Cost Centre into a Profit Centre. You will manage the P&L for the department, and establish a long term plan for ambitious growth and profitability whilst ensuring the operational success of the QA function for Kwalee’s internal projects.
Strategic & Commercial Vision: Establish and execute the commercial strategy to convert the internal QA function into a profitable, external Managed Service Agreement (MSA).
P&L Accountability: Manage the departmental Profit & Loss (P&L), ensuring ambitious growth, financial performance, and overall profitability.
Drive and be solely accountable for the business development efforts for QA Services, securing new external client contracts.
Commercial Negotiation: Develop, agree, and manage all commercial agreements, SLAs, and pricing models with external clients.
Global Leadership: Provide direct line management to the Head of QA and oversee the success of multi-site QA teams (UK & India).
Operational Excellence: Maintain high-quality QA standards and strict SLAs for both internal and external projects, ensuring no drop in required quality.
Build and implement the strategic plan for transforming QA through the increased use of AI and test automation.
Upgrade and maintain robust QA processes, SLAs, reporting, and performance dashboards.
Resource Management: Ensure optimal resource allocation to effectively balance internal game testing needs against external client commitments.
Executive Reporting: Work closely with the Executive Team to provide strategic updates on commercial performance and growth pipeline.
Partner with Production, Development, Publishing, and Finance teams to maximise commercial success across the company.
Serve as the ultimate authority for critical client issues or internal resource conflicts related to QA.
Requirements - Commercial & Strategic Leadership
Proven track record in business development and commercial management within a service-based business (ideally QA, Technology, or Gaming).
Demonstrable experience establishing, growing, and managing a profit & loss (P&L) for a business unit or department.
Expertise in converting an internal cost centre into a profitable Managed Service Agreement (MSA) for external clients.
Extensive experience in negotiating, finalising, and managing complex commercial agreements, contracts, and Service Level Agreements (SLAs) with external partners.
Ability to develop and execute a comprehensive commercial strategy for a technical service offering.
QA & Operational Expertise
Deep understanding of QA best practices, methodologies, and processes in the gaming or software industry.
Demonstrated experience in upgrading and maintaining global QA processes, reporting, and quality standards across multiple locations (e.g., Experience in driving the transformation of QA through the use of AI and test automation strategies in collaboration with Engineering teams.
Strong ability to balance and manage resources effectively between internal project needs and external client commitments.
Management & Collaboration
Significant experience in senior leadership and line management, including direct management of senior leads (e.g., Head of QA) and indirect management of multi-site, global teams.
Excellent stakeholder management skills, with the ability to report and present to the Executive Team (COO/CEO) on financial performance and strategic direction.
Exceptional collaboration skills, working effectively across Production, Development, Finance, Legal, and Business Development teams.
We believe in more than just a job—we’re committed to helping you thrive with a fantastic work-life balance and a range of great benefits You’ll enjoy comprehensive medical cover, including dental and optical care, life assurance, and a solid pension plan. Plus, you’ll have 25 days of holiday to recharge, along with unlimited snacks and drinks to keep you energised throughout the day. Enjoy the benefits of an on-site gym, free parking, and convenient electric charging stations.
We provide state-of-the-art equipment and plenty of career growth opportunities to set you up for success. And to keep things lively, we host seasonal events, regular townhalls, and share exclusive Kwalee merch. With our dog-friendly policy and a vibrant office atmosphere, there’s always something fun going on
Our Commitment to Diversity & Inclusion
At Kwalee, we take pride in being an equal opportunity employer, where we believe that diversity and inclusion are essential to driving creativity.
We are dedicated to advancing equity, diversity, and inclusion across all areas of life, including age, disability, gender identity, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, and sexual orientation.
We recognise the importance of self-development, career progression, and well-being in retaining our talented team. We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. If you would like more information about how your data is processed, please contact us.