Service Delivery Manager

About You

You are a Service Delivery Manager with proven experience leading Managed Services engagements in regulated environments. You thrive building strong client relationships driving transition governance and coordinating cross-functional teams to deliver seamless service throughout the entire engagement lifecycle.

You are confident communicating with executive stakeholders managing scope mitigating risks and translating complex technical concepts into clear business outcomes. You excel in fast-paced environments where operational excellence governance and continuous improvement are key to successful service delivery.

You Bring to Applaudo the Following Competencies:

• Bachelors Degree in Business Administration Information Technology Computer Science or a related field is desired or equivalent professional experience.
• Proven experience managing MSP or managed services engagements specifically within financial services or regulated industries.
• Deep familiarity with US financial services regulatory frameworks (e.g. NYDFS Part 500 FFIEC or equivalent standards).
• Strong command of end-to-end transition and onboarding methodologies across all phases (Discovery Foundation Build Hypercare and Steady-State Cutover).
• Hands-on operational experience with ITSM platforms such as ServiceNow Freshservice and Jira.
• Executive presence with proven comfort presenting to and communicating with C-suite stakeholders.
• Strong scope management skills and the resilience to hold firm on boundaries under client pressure.
• Ability to translate technical topics effectively for non-technical stakeholders.
• Negotiation experience handling commercial change orders.
• Experience with Azure cloud engagements specifically (not just AWS/GCP) including direct engagement with the Microsoft partner ecosystem (e.g. Azure Expert MSP CSP model) (Nice to have).
• Relevant industry certifications such as PMP PRINCE2 ITIL Foundation or ITIL Managing Professional (Nice to have).
• Familiarity with AI tools to improve operational efficiency and delivery workflows.
• Professional English proficiency (written and spoken).

You Will Be Accountable for the Following Responsibilities:

• Act as the named relationship owner and central point of contact from Day 1 of the transition lifecycle.
• Own the transition governance cadence driving formal sign-offs for phase deliverables across the entire onboarding journey.
• Coordinate and facilitate knowledge-transfer sessions across cross-functional stakeholders (infrastructure security application and data platform teams).
• Run weekly phase-gate reviews manage escalation resolution and lead Hypercare exit sign-offs with the clients designated service owner.
• Hold firm on agreed scope boundaries under client pressure while maintaining complete ownership of overall account success.
• Exercise sound judgment to surface risks and escalate issues internally before formal commitments are made to the client.
• Lead discussions around commercial change orders and negotiate adjustments as project scope evolves.
• Bridge the communication gap by translating complex technical updates into clear insights for business and non-technical client stakeholders.
• Leverage ITSM tools to track operational performance maintain governance standards and drive continuous delivery improvement.
• Leverage AI tools to improve operational efficiency synthesize information generate delivery summaries and streamline communication workflows.

Qualifications :

• Experience as a Service Delivery Manager Transition Manager or Account Manager leading Managed Services engagements.
• Experience managing end-to-end transition and onboarding processes.
• Hands-on experience with ITSM platforms such as ServiceNow Freshservice or Jira.
• Strong stakeholder governance and commercial management experience.
• Professional English proficiency.

Additional Information :

All your information will be kept confidential according to EEO guidelines.

About Us

We Are Engineered Different.

At Applaudo talented people design build and scale meaningful AI-powered solutions that create real business impact. As an AI-native organization we collaborate across design development cloud data and artificial intelligence to turn ideas into scalable products that transform how companies operate make decisions and grow.

We are building a high-performance culture grounded in five values: Empowering Excellence Collaborative Teamwork Unsolicited Respect Consistent Transparency and Efficient Communication. These define how we work how we support one another and how we hold ourselves accountable.

Applaudo is a place for people who want to learn fast take ownership and work alongside strong teams they are proud to belong to. Joining us means being part of an organization that is evolving intentionally investing in modern ways of working and leading AI-native transformation at scale.

Remote Work :

No

Employment Type :

Full-time