Service Delivery Manager

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

Job Description

We are 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, stakeholder communication, and continuous improvement. We are looking for someone with strong experience in Trading, Investments, and Financial Asset Management

Key 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.

Qualifications

Required Qualifications

• 12+ years in application support, production operations, technology delivery, or managed services.
• Expert in Service Management, Incident Management, SLA Management, ITSM, Managing P1/P2 incidents.
• 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.
• Hand on experience with PowerBI, Tableau, Remedy/Helix if possible
• Working knowledge of modern applications, data platforms, APIs, integrations, cloud services, and observability.

Nice to Have

• Asset-management or financial-services experience.
• Salesforce, FiveTran, Coric, Trading Systems.
• Experience leading support consolidation or managed-service transitions.
• Familiarity with ServiceNow, ITIL, SRE, and 24x7 operations.
• Experience with AI-assisted support, automated runbooks, or self-healing capabilities.

Additional Information

Benefits of Working Here

• Wellness program and employee assistance.
• Generous paid leave and holidays.
• Comprehensive health benefits for you and your family.
• Flexibility to support work-life balance.
• Competitive compensation and benefits package.
• Access to ongoing learning and development opportunities.
• An inclusive workplace that promotes diversity and collaboration.

Pay Range: $145,000 - $170,000

The range shown represents a grouping of relevant ranges currently in use at Publicis Sapient. Actual range for this position may differ, depending on location and specific skillset required for the work itself.

As part of our dedication to an inclusive and diverse workforce, Publicis Sapient is committed to Equal Employment Opportunity without regard for race, color, national origin, ethnicity, gender, protected veteran status, disability, sexual orientation, gender identity, or religion. We are also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at [e-mail] or you may call us at [phone].