Connect with Quadient
At Quadient, we support businesses of all sizes in their digital transformation and growth journey, unlocking operational efficiency with reliable, secure, and sustainable automation processes. Our success in delivering innovation and business growth is inspired by the connections our diverse teams create every day, with our clients and each other. It’s these connections that make Quadient such an exceptional place to grow your career, develop your skills and make a real impact – help our future-focused business lead the way in powering secure and sustainable business connections through digital and physical channels.
Quadient is seeking an experienced Service Delivery Manager to oversee the efficient delivery of our Hosted Managed Service (HMS) and Application Managed Service (AMS). This key role is responsible for managing staffing, quality, service level agreements (SLAs), and the overall efficiency of service delivery, while ensuring seamless collaboration with 3rd parties such as cloud providers and external partners.

• Plan and execute customer onboarding into HMS/AMS.
• Oversee day-to-day service delivery, team coordination, shift planning, and SLA adherence.
• Analyze client profitability and optimize service delivery.
• Conduct the invoicing process in collaboration with the Finance team.
• Manage resourcing forecasts based on inputs from Sales and PSO Managers.
• Identify capacity and quality improvement areas through monitoring daily activities.
• Collaborate with regional PSO leaders and Service Delivery Managers to streamline communication.
• Manage the skill matrix for the HMS delivery team and ensure optimal resourcing.
• Develop and maintain relationships with partners, freelancers, and subcontractors.
• Approve subcontractor reports and manage invoicing.
• Recommend and implement process improvements for HMS/AMS management.
• Lead regular meetings with stakeholders to ensure service delivery meets agreed parameters.
• Drive continuous improvement in service delivery and propose enhancements to the service offering.
• Track and report utilization and performance metrics of the service delivery team.
• Support Sales, Account Executives, and PSO Managers in HMS/AMS sales opportunities.