Service Delivery Manager

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

• 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.

• 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.

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

• 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  or you may call us at .