Service Delivery Manager (On-Site)

About the role

Applaudo Studios is looking for a Service Delivery Manager (on-site) in San Salvador to lead the delivery of public-sector staffing engagements. The role keeps delivery quality high, meets SLAs and keeps operations efficient across the accounts or service lines owned, while acting as a trusted partner to the client's operational team.

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 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 and provide feedback with 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/governance tools (Confluence, SharePoint, Basecamp).
• Familiarity with AI tools to improve operational efficiency and delivery workflows.