About this opportunity
Mslgroup lists this Service Delivery Manager – Application Support / Production Operations opportunity in boston, Massachusetts. Review the employer’s description below for duties, qualifications and application requirements.
Job description
Publicis Sapient ManagerPublicis 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.OverviewWe 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. The ideal candidate has experience leading complex managed-support services and coordinating technical teams, client stakeholders, vendors, and other resolver groups.Key ResponsibilitiesServe 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.QualificationsRequired Qualifications12+ 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 possibleWorking knowledge of modern applications, data platforms, APIs, integrations, cloud services, and observability.Nice to HaveAsset-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 InformationBenefits of Working HereWellness 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 - $170,000The 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.
Worksite address
boston, MA, 02201, US
Who can apply
Review the original listing for work authorization, qualifications and employer requirements.