Service Delivery Manager (on-site)

You are a service delivery leader who enjoys making sure staffing engagements run well.

About Applaudo Studios

At Applaudo, talented people design, build, and scale meaningful, AI-powered solutions that create real business impact.

As an AI-native organization, we collaborate across design, development, cloud, data, and artificial intelligence to turn ideas into scalable products that transform how companies operate, make decisions, and grow.

We are building a high-performance culture grounded in five values: Empowering Excellence, Collaborative Teamwork, Unsolicited Respect, Consistent Transparency, and Efficient Communication .

Joining us means being part of an organization that is evolving intentionally, investing in modern ways of working, and leading AI-native transformation at scale.

Responsibilities

• You set clear expectations with clients, communicate early and openly, spot risks before they turn into problems, and keep improving how your teams deliver.
• You lead through others.
• You work through each account’s project managers and delivery teams.
• You see yourself as a trusted partner to the client’s operational team, especially where the client makes the strategic decisions.
• Be Accountable For The Following Responsibilities Lead the delivery of public-sector staffing engagements, ensuring quality, SLA compliance, and operational efficiency across assigned accounts.
• Build trusted relationships with clients by setting clear expectations, defining success measures, and managing communication and escalations.
• Coordinate staffing and resource needs with internal teams, following the agreed processes.
• Monitor operational and financial performance, and take corrective action when needed.
• Drive continuous improvement in delivery teams based on client and team feedback.
• Align teams with client goals, business requirements, and delivery objectives.
• Support team well-being, professional growth, workload balance, and overall team morale.
• Manage conflicts, provide feedback, and establish action plans to improve team performance Ensure accurate time tracking, reporting, and forecasting to support billing.
• Manage contract follow-up, including key dates, deliverables, and the evidence of execution required by the client.
• Oversee incident management and escalate issues that affect delivery.
• Lead regular governance meetings with clients and internal stakeholders to review status, risks, and opportunities.
• 5+ years of experience in Service Delivery, Project Management, or related roles. Proven experience working on software development projects with cross-functional teams. Hands-on experience with backlog management, SLA governance, sprint planning, and delivery reporting. Strong client communication, problem-solving, execution discipline, and team coaching skills.
• These define how we work, how we support one another, and how we hold ourselves accountable.

Requirements

• You keep delivery quality high, meet SLAs, and keep operations efficient across the accounts or service lines you own.
• You also care about keeping your teams’ workloads balanced and their work free of blockers.
• You Bring to Applaudo the Following Competencies Bachelor’s Degree in Computer Science, Software Engineering, Computer Engineering, or a related field is desired, 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 of experience leading teams within software development environments.
• Proven experience working on software development projects with cross-functional teams.
• Technical skills in backlog management, SLA governance, sprint planning, and delivery reporting.
• Strong client communication, problem-solving, execution discipline, and team coaching skills.
• Ability to manage multiple priorities and align teams with business and client expectations.
• Familiarity with AI tools to improve operational efficiency and delivery workflows.
• Professional English proficiency.
• ITIL and Agile Delivery certifications (preferred).
• Experience with delivery and planning tools, analytics and reporting tools (Power BI, Tableau, Looker), collaboration tools, and documentation and governance tools (Confluence, SharePoint, Basecamp).

Benefits

• About Us We Are Engineered Different.
• Applaudo is a place for people who want to learn fast, take ownership, and work alongside strong teams they are proud to belong to.