Service Delivery Manager

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

Benefits offered by this job

Wellness program

Paid leave

Health benefits

Learning and development

Inclusive workplace

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

Leadership

Stakeholder mgmt

Executive comms

Observability

Cloud services

Incident mgmt

Process improvement

Tools

ServiceNow

ITIL

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.

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.
• 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.

Nice to Have

• Asset-management or financial-services experience.
• 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].

Company Description

Publicis Sapient is a digital transformation partner helping established organizations get to their future, digitally enabled state, both in the way they work and the way they serve their customers. We help unlock value through a start-up mindset and modern methods, fusing strategy, consulting, and customer experience with agile engineering and problem-solving creativity. United by our core values and our purpose of helping people thrive in the brave pursuit of next, our 20,000+ people in 53 offices around the world combine experience across technology, data sciences, consulting, and customer obsession to accelerate our clients’ businesses through designing the products and services their customers truly value.