Senior Service Delivery Manager

The Senior SDM manages client relationships, ensures service excellence, and drives business growth. They lead teams, oversee service delivery, and act as a trusted advisor, meeting SLAs/KPIs and resolving issues proactively.

Key Responsibilities:

• Onboard clients, manage expectations, and serve as an escalation point.

• Ensure service alignment with business goals and identify upsell opportunities.

• Lead teams, approve deliverables, and maintain SOC compliance.

• Manage risks, forecast resources, and drive operational excellence.

We’ll provide you with the opportunity to grow your expertise in an environment that supports you, your life and your career.

We’ll also offer you a competitive salary plus bonus, as well as the following benefits: 

• 401(k) retirement plan with matching 

• Competitive vacation and paid time off 

• Healthcare benefits – medical insurance, dental insurance and vision plans 

• Pre-tax saving accounts 

• Life and Disability Insurance 

• ShareSave scheme (ability to purchase company shares on preferential terms) 

• Flexible working conditions and hybrid work model 

Whilst this role is based in Boston, we support hybrid working.

Skills:

• Strong product knowledge, proactive risk management, and commercial decision-making.

• Effective communication, team leadership, and alignment with company culture.

Key Skills and Qualifications:

Management & Leadership

• ITIL-certified Service Management professional (v3/v4, intermediate/expert preferred).

• Proven under pressure, adept at managing client and internal expectations.

• Mentors Service Delivery Managers and manages distributed 24x7 teams.

• Continual Service Improvement mindset with critical thinking and escalation skills.

Client Service & Problem Solving

• Simplifies complex issues, delivering exceptional client experiences.

• Strong negotiation, active listening, and C-Suite reporting skills.

• Results-driven, empathetic, and leads by example.

Organisational Skills

• Excellent prioritisation, multitasking, and time management abilities.

• Skilled at managing sensitive, confidential information.

Technical & Industry Knowledge

• Expertise in Service Management processes, relational databases, cloud technologies, SDLC, and Agile.

• Solid grasp of accounting/finance principles and project delivery best practices.

• Fluent in English for effective communication.