Global Service Delivery Leader – Applications

Sapient Corporation; Boston (MA); On-site; USD 145,000 - 170,000; Full time

Benefits offered by this job

Wellness program

Generous paid leave and holidays

Comprehensive health benefits for you/

Flexibility for work-life balance

Learning and development opportunities

Inclusive workplace and collaboration

Job summary

Publicis Sapient in Boston is seeking a seasoned Manager to lead a global application-support service across teams in Boston, Mexico, and India. This player-coach role blends service delivery with operational leadership and continuous improvement in trading, investments, and financial asset management.

You will drive governance, incident management, and executive communication while collaborating with stakeholders to optimize performance and automate support processes.

Qualifications

• 12+ years in application support, production operations, or managed services.
• Expert in service management, incident management, and SLA management.
• Experience leading client-facing, globally distributed support teams.
• Strong knowledge of incident, problem, change, knowledge, and SLA management.
• Experience with major incidents, governance, performance reporting, and CI.

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.

Skills

Incident management

SLA management

ITSM

P1/P2 incidents

Stakeholder management

Executive communication

Global team leadership

Operational governance

Tools

PowerBI

Tableau

Remedy/Helix

ServiceNow

ITIL

SRE

Job description

Publicis Sapient in Boston is seeking a seasoned Manager to lead a global application-support service across teams in Boston, Mexico, and India. This player-coach role blends service delivery with operational leadership and continuous improvement in trading, investments, and financial asset management.

You will drive governance, incident management, and executive communication while collaborating with stakeholders to optimize performance and automate support processes.