Global Service Delivery Lead — AI-Driven Ops

Publicis Groupe ANZ; Boston, Northern (MA, KY); Hybrid; USD 145,000 - 170,000; Full time

Benefits offered by this job

Wellness program and employee support

Generous paid leave and holidays

Comprehensive health benefits for you

Flexibility for work-life balance

Competitive compensation and benefits

Ongoing learning and development

Inclusive workplace promoting diverse,

Job summary

Publicis Sapient in Boston is seeking a Manager to lead a global application-support service across teams in Boston, Mexico, and India. This player-coach role blends service delivery, operational leadership, and continuous improvement to drive efficiency and client outcomes.

The ideal candidate will have extensive experience overseeing complex managed‑support services, coordinating multiple stakeholder groups, vendors, and resolver teams to ensure high-value results.

Qualifications

• 12+ years in application support or managed services.
• Experience leading globally distributed client-facing support teams.
• Strong knowledge of incident, problem, change, knowledge, and SLA management.
• Experience with major incidents, governance, performance reporting, and continuous improvement.
• Strong stakeholder management and executive communication skills.
• Working knowledge of modern applications, data platforms, APIs, 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 Level 1 and Level 2 teams.
• Improve service processes, documentation, handoffs, and incident prevention.
• Guide staffing, capacity, coverage, and knowledge-continuity planning.
• Drive continuous improvement through monitoring, automation, and AI-enabled support.
• Communicate service performance, risks, and recommendations to leadership.

Skills

Global service delivery leadership

Incident management

Problem management

Change management

Executive/Stakeholder communication

Observability

Tools

ServiceNow

ITIL

SRE

24x7 operations

Job description

Publicis Sapient in Boston is seeking a Manager to lead a global application-support service across teams in Boston, Mexico, and India. This player-coach role blends service delivery, operational leadership, and continuous improvement to drive efficiency and client outcomes.

The ideal candidate will have extensive experience overseeing complex managed‑support services, coordinating multiple stakeholder groups, vendors, and resolver teams to ensure high-value results.