Global Application Delivery Lead

Publicis Groupe Holdings B.V; Boston (MA); On-site; USD 145,000 - 170,000; Full time

Benefits offered by this job

Wellness program

Generous paid leave

Comprehensive health benefits

Flexible work options

Learning & development opportunities

Diversity & collaboration

Job summary

Publicis Sapient in Boston seeks a 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 12+ years in application support, experience leading client-facing, globally distributed teams, and strong knowledge of incident, problem, change, governance, and performance reporting.

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 multiple locations including 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 Level 1 and 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 leadership.

Skills

Global support leadership

Stakeholder management

Incident & problem mgmt

Executive communication

Cloud services knowledge

Tools

ServiceNow

ITIL

SRE

AI-assisted support

Job description

Publicis Sapient in Boston seeks a 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 12+ years in application support, experience leading client-facing, globally distributed teams, and strong knowledge of incident, problem, change, governance, and performance reporting.