Service Delivery Manager

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 20000 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.

We are seeking a Boston-based Manager to lead a global application-support service across teams in Boston Mexico and India. This player-coach role combines service delivery operational leadership stakeholder communication and continuous improvement.
The ideal candidate has experience leading complex managed-support services and coordinating technical teams client stakeholders vendors and other resolver groups.

Key Responsibilities

• Serve as the primary operational contact for client stakeholders.
• Coordinate 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.
• Coordinate 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.

Required 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.

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: $145000 - $170000

The range shown represents a grouping of relevant ranges currently in use at Publicis Sapient. Actual range for this position may differ depending on location and specific skillset required for the work itself.

As part of our dedication to an inclusive and diverse workforce Publicis Sapient is committed to Equal Employment Opportunity without regard for race color national origin ethnicity gender protected veteran status disability sexual orientation gender identity or religion. We are also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability you may contact us ator you may call us at 1-.