Service Delivery Lead at Applaudo

About the Role

We are looking for a Service Delivery Lead with strong experience managing software development teams, client relationships, and delivery operations within cross-functional environments. You will be passionate about building high-performing teams, ensuring successful project execution, and delivering outstanding client experiences.

You bring a proactive, collaborative, and people-oriented mindset, capable of balancing operational execution, team well-being, and customer satisfaction. You are comfortable managing multiple stakeholders, navigating complex situations, and driving alignment between business goals, delivery expectations, and team capabilities. You thrive in dynamic environments where communication, leadership, and continuous improvement are critical. You take ownership of delivery outcomes, foster strong relationships with clients and internal teams, and actively contribute to team growth, operational efficiency, and long-term business success.

What You Bring

• Bachelor's Degree in Computer Science, Software Engineering, Computer Engineering, or a related field is desired, or equivalent professional experience.
• 3+ years of experience in Service Delivery, Project Management, or related roles.
• 2+ years of experience leading teams within software development environments.
• Proven experience working on software development projects with cross-functional teams.
• Strong customer service, stakeholder management, and relationship-building skills.
• Experience in resource planning, operational coordination, and quality assurance practices.
• Strong verbal and written communication skills.
• Demonstrated leadership, conflict resolution, and negotiation abilities.
• Ability to manage multiple priorities and align teams with business and client expectations.
• Experience working with Support and Maintenance teams (nice to have).
• Familiarity with AI tools to improve operational efficiency and delivery workflows.
• Professional English proficiency.

Your Responsibilities

• Ensure teams have the necessary resources and support to deliver high-quality solutions consistently.
• Build and maintain strong client relationships while continuously improving customer satisfaction.
• Identify customer needs and oversee successful service delivery execution.
• Manage team budgets, delivery expectations, and operational priorities.
• 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.
• Address client concerns and inquiries, gather feedback, and drive continuous improvement initiatives.
• Ensure effective communication between clients, internal teams, and organizational stakeholders.
• Identify and support new business opportunities aligned with client needs and delivery capabilities.
• Manage expectations proactively and communicate risks or capacity limitations when necessary.
• Leverage AI tools to improve operational efficiency, synthesize information, generate delivery summaries, and streamline communication workflows.
• Promote continuous improvement initiatives across delivery processes and team operations.