Boston-Based Global Service Delivery Manager — AI-Driven Ops

Publicis Groupe

Boston, Northern (MA, KY)

Hybrid

USD 145,000 - 170,000

Full time

14 days+

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Job summary

Publicis Sapient is 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, and ongoing improvement to ensure client success.

You will drive service reviews, monitor SLAs and KPIs, coordinate priorities across multiple teams, and guide staffing and knowledge continuity while promoting AI-enabled support and shift-left strategies.

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.

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.