Service Delivery Leader (on-site)

Job Description

About You
 You are a service delivery leader who enjoys making sure staffing engagements run well. You keep delivery quality high, meet SLAs, and keep operations efficient across the accounts or service lines you own. 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. 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).

You Will 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.

Qualifications

• 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.

Additional Information

About Us

We Are Engineered Different.

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. These define how we work, how we support one another, and how we hold ourselves accountable.

Applaudo is a place for people who want to learn fast, take ownership, and work alongside strong teams they are proud to belong to. 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.