Service Delivery Manager

Key Responsibilities

• Serve as the primary operational contact for client stakeholders.
• Cook up service delivery across Boston, Mexico, and India.
• Lead service reviews, governance meetings, escalations, and major-incident coordination.
• Monitor SLAs, KPIs, ticket trends, risks, dependencies, and corrective actions.
• Lead transition, knowledge-transfer, and operational-readiness activities.
• Cook up priorities across Smart Ops Level 1 and domain-aligned Level 2 teams.
• Improve service processes, documentation, handoffs, and recurring-incident prevention.
• Guide staffing, capacity, coverage, and knowledge-continuity planning.
• Drive continuous improvement through monitoring, automation, shift-left, and AI-enabled support.
• Communicate service performance, risks, and recommendations to delivery and client leadership.

Qualifications

• 12+ years in application support, production operations, technology delivery, or managed services.
• Experience leading client-facing, globally distributed support teams.
• Strong knowledge of incident, problem, change, knowledge, and service-level management.
• Experience with major incidents, governance, performance reporting, and continuous improvement.
• Strong operational judgment, stakeholder management, and executive communication skills.
• Working knowledge of modern applications, data platforms, APIs, integrations, cloud services, and observability.
• Nice to have asset-management or financial-services experience.
• Experience leading support consolidation or managed-service transitions.
• Familiarity with ServiceNow, ITIL, SRE, and 24x7 operations.
• Experience with AI-assisted support, automated runbooks, or self-healing capabilities.

Additional Information

• Benefits of Working Here: wellness program and employee assistance, generous paid leave and holidays, comprehensive health benefits for you and your family, flexibility to support work-life balance, competitive compensation and benefits package, access to ongoing learning and development opportunities, an inclusive workplace that promotes diversity and collaboration.

Pay Range

Pay Range: $145,000 - $170,000

Company Description

Publicis Sapient is a digital transformation partner helping established organizations get to their future, digitally enabled state, both in the way they work and the way they serve their customers. We help unlock value through a start-up mindset and modern methods, fusing strategy, consulting, and customer experience with agile engineering and problem-solving creativity. United by our core values and our purpose of helping people thrive in the brave pursuit of next, our 20,000+ people in 53 offices around the world combine experience across technology, data sciences, consulting, and customer obsession to accelerate our clients’ businesses through designing the products and services their customers truly value.