Service Delivery Leader (On-Site)

About the role

Applaudo is looking for an on-site Service Delivery Leader to keep staffing engagements running smoothly. You will keep delivery quality high, meet SLAs and keep operations efficient across the accounts or service lines you own. You work through each account's project managers and delivery teams, act as a trusted partner to the client's operational team, and look after your teams' workloads and blockers.

Key responsibilities

• Lead the delivery of public-sector staffing engagements, ensuring quality, SLA compliance and operational efficiency across assigned accounts.
• Build trust with clients by setting clear expectations, defining success measures and managing communication and escalations.
• Coordinate staffing and resource needs with internal teams, and monitor operational and financial performance, taking corrective action when needed.
• Drive continuous improvement in delivery teams based on client and team feedback, and align teams with client goals and business requirements.
• Support team well-being, workload balance and morale; manage conflicts, give feedback and set action plans.
• Ensure accurate time tracking, reporting and forecasting to support billing, and manage contract follow-up including key dates, deliverables and evidence of execution.
• Oversee incident management and escalate issues affecting delivery.
• Lead regular governance meetings with clients and internal stakeholders to review status, risks and opportunities.

Required profile

• Bachelor's degree in Computer Science, Software Engineering, Computer Engineering or a related field, or equivalent professional experience.
• 5+ years of experience in Service Delivery, Project Management or related roles.
• Proven experience on software development projects with cross-functional teams.
• Preferred: experience with government clients or public-sector contracts, and ITIL and Agile Delivery certifications.
• Professional English proficiency.

Required skills

• Backlog management, SLA governance, sprint planning and delivery reporting.
• Delivery and planning tools, analytics and reporting tools (Power BI, Tableau, Looker), collaboration tools, and documentation and governance tools (Confluence, SharePoint, Basecamp).
• Familiarity with AI tools to improve operational efficiency and delivery workflows.