Service Delivery Manager (On-Site)

About the role

Applaudo is looking for an on-site Service Delivery Manager to lead staffing engagements for public-sector clients. The role keeps delivery quality high, meets SLAs and runs operations efficiently across the accounts owned, while acting as a trusted partner to the client's operational team. It works through each account's project managers and delivery teams, balancing workloads and removing blockers.

Key responsibilities

• Lead the delivery of public-sector staffing engagements, ensuring quality, SLA compliance and operational efficiency across assigned accounts.
• Build trusted client relationships 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 and align them 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 delivery issues, and lead regular governance meetings with clients and stakeholders.

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.
• Experience with government clients or public-sector contracts preferred.
• 2+ years leading teams within software development environments, with proven experience on software projects with cross-functional teams.
• 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.
• ITIL and Agile Delivery certifications preferred.