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.
The ideal candidate has experience leading complex managed-support services and coordinating technical teams, client stakeholders, vendors, and other resolver groups.
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.
QualificationsRequired 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 informationBenefits 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.
