Service Delivery Manager

We are seeking an experienced Service Delivery Manager to oversee the operational and commercial success of a portfolio of managed services engagements.  This role requires strong management and leadership skills with a focus on meeting service level agreements, ensuring client satisfaction, and adherence to delivery standards and best practices. The ideal candidate will have at least 5  years of experience in the delivery or support and maintenance of low-code applications or intelligent automation solutions.

Key Responsibilities

• Ensure the right working environment and service delivery team are in place to satisfy service level commitments and client expectations for your portfolio of clients.
• Plan and manage resource requirements to meet client’s needs.
• Provide operational transparency and performance visibility to clients and Roboyo leadership.
• Monitor the issue dashboard and prioritize resource allocation to guarantee that service level agreements (SLAs) are consistently met.
• Foster and maintain sustainable relationships with clients.
• Mentor and guide one or more Service Delivery Leads to help them develop successful portfolios.
• Ensure adherence to IT service delivery and management framework.

General Responsibilities 

• Oversee the operational and commercial performance for your portfolio of managed services engagements.
• Consistently meet service level agreements for clients in your portfolio.
• Act as the primary liaison for routine operational matters pertaining to your managed services engagements, and as a support for the Service Delivery Leads.
• Collaborate closely with Service Delivery Managers and Leads located in Roboyo service centers, ensuring regular updates and continuous visibility into portfolio engagements.
• Apply understanding of process automation and/or low code technologies to engage in and contribute to both tactical and strategic conversations with clients and with the service delivery team.
• Serve as the initial escalation point for any issues arising within the managed services engagement portfolios.
• Maintain continuous coverage for all engagements in your portfolio.
• Ensure that all service delivery teams are fully informed about their engagements, encompassing service objectives, coverage requirements, SLAs, and reporting obligations.
• Coordinate and assist with recruitment of managed services team members both locally and internationally to ensure the right candidates fulfill roles required.
• Accountable for the overall quality to the team’s implementation and quality of service objects in client systems across all portfolios to ensure optimal functionality.
• In collaboration with service delivery managers and practice leads to define and implement best practices.
• Identify and present opportunities to leverage existing technology to maximize client’s investment and upsell other opportunities to the client.
• Manage, mentor, and provide career growth guidance to one or more Service Delivery Leads.

Required Qualifications

• The ideal candidate must be based in the US and authorized to work without visa sponsorship
• Bachelor’s degree in business, Information Technology, or a related field, or equivalent experience.
• A minimum of 5 years of experience in service delivery management, preferably within a managed services context.
• Comprehensive understanding of service level agreements and the operational best practices needed to ensure they are satisfied.
• Practical experience of service management including such as ITIL, CMMI, etc.
• Proficient in communication, collaboration, escalation management, and problem-solving.
• Demonstrated leadership skills and experience in mentoring and managing teams. Preferred Qualifications
• Certifications in project management, service delivery, or related areas.
• Experience in leading cross-functional teams in a multinational corporation.
• Demonstrated ability in strategic planning and execution within managed services.
• Advanced skills in client relationship management and negotiation.

Why Join Us?

• Career Growth & Development:
• Join a market-leading firm in one of the fastest-growing industries.
• Work at the forefront of next-gen automation technologies.
• Receive a tailored development plan with dedicated career coaching.
• Regular feedback sessions where your ideas and input are valued.
• Explore international career opportunities and cross-functional projects.
• Enhance your expertise in intelligent automation through Roboyo Academy training courses.

Team & Work Environment:

• Be part of an exciting, creative, and collaborative environment.
• Work in international and cross-cultural teams on diverse projects.
• Gain global mobility opportunities.
• Receive recognition and rewards for personal and team achievements.

Benefits (Among Others):

• Health, Dental & Vision Insurance
• 401k matching
• Unlimited vacation policy
• Monthly cell phone & internet reimbursement
• Employee referral program