Service Delivery Lead - US

Roboyo is not a typical technology consultancy. We have been at the forefront of Business Process Automation since the sector began, less than a decade ago.

We started as pioneers. Today, we are the world’s largest specialist Intelligent Automation company and remain at the cutting edge. Our growth, success, and contribution to the success of our clients are a result of one thing – our people.

We are united by our purpose, to take what’s possible to the next level – for our clients, our business, and for each other.

At Roboyo, you will experience a fun and innovative work environment with a dynamic and ambitious team passionate about technology and automation.

We are seeking a highly skilled and motivated Service Delivery Lead to take on the responsibility for the operational and commercial success of a portfolio of managed services engagements. The successful candidate will be instrumental in managing premium tier engagements, acting as the primary point of contact for operational matters. This role requires a strong focus on meeting service level agreements, client satisfaction, and adherence to delivery standards and best practices. The ideal candidate will have at least 3 years of experience in delivering, supporting, and maintaining low-code applications or intelligent automation solutions.
 

General: Responsibilities and tasks for this role

• Oversee the operational and commercial success of Managed Services engagements within their portfolio
• Manage engagements, ensuring service level agreements are consistently satisfied.
• Gathering data for key performance indicators to ensure the Service Delivery Manager has accurate management information.
• Serve as the primary point of contact for regular operational matters related to the Managed Services engagements.
• Provide operational transparency and performance visibility to clients and Roboyo leadership.
• Attend regular cadences in the service tier, representing the service delivery team.
• Act as the primary point of escalation for issues arising within their portfolio of Managed Services engagements.

Specific Business Development: Responsibilities & tasks

• Ensures we have the right environment and the right resource load to deliver on commitments and expectations; provides transparency and performance visibility to the client and Roboyo leadership; builds sustainable client relationships.
• Ensure coverage periods are maintained at all times for all engagements in the portfolio.
• Ensure service level agreements for each service tier are consistently satisfied.
• Ensure service delivery teams have a clear understanding of their engagements, including service objects, coverage requirements, SLAs, and reporting.
• Articulate technical problems and solutions with other IT professionals.
• Ensure service delivery teams regularly verify service objects in client systems to confirm they are operating as expected.
• Uphold managed services delivery standards and best practices for all engagements. Mentor engineers and junior members of the team.
   

Must-have qualifications & competencies

• Bachelor's degree in business, Information Technology, or related field.
• Proven experience in service delivery management, preferably in a Managed Services environment.
• Strong understanding of service legal agreements and operational best practices.
• Excellent communication and collaboration skills.
• Escalation management and problem-solving skills.
• Understanding of the full software development lifecycle.
• Experience in good service management.
   

Preferred Qualifications

• Certifications in project management, service delivery, or related areas.
• Experience in managing service delivery within a hub environment in a multinational corporation.
   

Benefits (among others)

Roboyo currently offers medical insurance (health, dental, vision) and 401 (k) matching. You will be provided an opportunity to participate in such plans in accordance with the terms and conditions of such plans. In addition, the Employee will receive $50 per month towards their cell phone bill and $50 per month for WiFi. These reimbursements are automatically included in each paycheck. The Company reserves the right to amend or terminate any benefit plan it offers.
Roboyo USA currently offers an unlimited vacation policy. Provided time off does not compromise performance, and the supervisor is notified at least two weeks in advance.
According to federal law, this offer of employment is conditioned on your ability to provide proof as required by law of your eligibility to work in the United States within three days of your first day of work.
 

Growth

• Join a market-leading firm in one of the fastest-growing industries to pioneer the next generation of automated technologies
• Tailored development plan with career coaching
• Regular feedback – we value your opinion, and we appreciate new ideas
• International career and project opportunities
• Deepen your working knowledge of intelligent automation through our structured training courses (the Roboyo Academy)
   

Team

• Immerse yourself in an exciting, positive, and creative atmosphere and generate novel solutions to some of our clients' most complex challenges
• Working in different international and cross-cultural teams for each project
• Regular Team Events where colleagues become friends.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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