Global Service Delivery Lead — AI-Driven Ops & Governance
Publicis Sapient
Turn this role into an interview — a resume and cover letter built around what this employer wants.
Benefits offered by this job
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 blends service delivery, operational leadership, stakeholder communication, and continuous improvement.
You will drive incident and change management, monitor SLAs and KPIs, guide staffing and knowledge transfer, and advance AI-enabled support and automation to prevent major incidents.
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.
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 Level 2 teams.
- Improve service processes, documentation, and handoffs.
Skills
Tools
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 blends service delivery, operational leadership, stakeholder communication, and continuous improvement.
You will drive incident and change management, monitor SLAs and KPIs, guide staffing and knowledge transfer, and advance AI-enabled support and automation to prevent major incidents.
'/%3e%3cpath%20d='M101.744%2012.4726L102.894%2016.1947L99.0021%2013.2201L101.744%2012.4726ZM105.3%208.40937H100.488L99.0026%203.59473L97.5116%208.41047L92.7%208.40385L96.5965%2011.3834L95.1055%2016.1942L99.0021%2013.2196L101.408%2011.3834L105.3%208.40992V8.40937Z'%20fill='white'/%3e%3cdefs%3e%3clinearGradient%20id='paint0_linear_5593_1381'%20x1='90'%20y1='9.44471'%20x2='99'%20y2='9.44471'%20gradientUnits='userSpaceOnUse'%3e%3cstop%20stop-color='%2300AD70'/%3e%3cstop%20offset='0.998594'%20stop-color='%2300B67A'/%3e%3cstop%20offset='1'%20stop-color='%23DCDCE6'/%3e%3c/linearGradient%3e%3c/defs%3e%3c/svg%3e){kind=small}
