Manager, Technology Operations & Service Delivery

Job Title: Manager, Technologies Operations & Services Delivery

Reports To: The Manager, Technologies Operations & Services Delivery will report to the Client Manager, Client Director, Managing Vice President, or equivalent leadership. 

Position Overview

SPS Global is seeking a hands-on, execution-driven Manager to support technology-enabled operations across multiple sites. This leader will ensure day-to-day service delivery is stable, consistent, and aligned with client expectations. The environment, workflows, and governance models are already established success in this role requires disciplined follow-through, operational rigor, and continuous improvement of existing processes.

The ideal candidate understands how technology underpins production workflows particularly in document and image processing and can effectively coordinate across operations, IT, vendors, and technical support teams to drive predictable, high-quality outcomes.

Key Responsibilities

Technology Operations & Service Delivery

• Oversee daily technology support for document image processing operations
• Ensure systems, workflows, and data flows fully support production requirements
• Partner with IT and technical teams to maintain system stability and resolve issues
• Drive operational consistency and adherence to established processes across all sites

Client Onboarding & Implementations

• Support and manage structured client onboarding and implementation activities
• Coordinate across operations, IT, and client teams to meet timelines and deliverables
• Ensure testing, validation, and production transition steps are completed accurately
• Reinforce onboarding standards and process discipline across locations

Governance & Reporting

• Support and uphold the established IT governance model
• Ensure governance processes (SLA adherence, incident tracking, escalation protocols) are consistently followed
• Maintain and enhance reporting on SLAs, service performance, incidents, and operational metrics
• Provide leadership updates and reinforce a culture of accountability and transparency

Team Coordination (Technical Support Leads)

• Work closely with Technical Support Leads across all sites to ensure alignment
• Reinforce priorities, milestones, and expectations
• Support escalations and issue resolution to maintain service stability
• Introduce and train teams on new technologies, tools, and operational changes
• Ensure technical leads understand operational impact and maintain production readiness

Vendor Coordination

• Support management of technology and operational service vendors
• Track vendor performance against SLAs and escalate gaps appropriately
• Ensure vendors deliver consistent responsiveness and high-quality support

Continuous Improvement

• Identify and drive improvements that enhance consistency, efficiency, and quality
• Support refinement of workflows, onboarding processes, and reporting mechanisms
• Implement practical, sustainable improvements without unnecessary complexity

Qualifications & Experience

• Experience in document/image processing or transaction-based operations required
• Experience supporting client onboarding, implementations, or workflow-heavy environments
• Strong understanding of system-to-operation data flows
• Experience coordinating across IT teams and external vendors
• Familiarity with Opex and CertainScan is a strong plus
• Proven ability to manage multiple priorities and maintain organizational discipline
• Strong communication skills for internal and client-facing interactions
• Ability to follow project plans, task assignments, and timelines with precision
• Experience with Windows 10/11, file shares, printer mapping, and printer troubleshooting
• Familiarity with IDF rooms, patch panels/cables a plus
• Experience with wired/wireless/mobile scanners preferred
• Ability to create testing and validation plans and track complex issues through resolution

Profile We’re Looking For

• Strong executor with consistent follow-through
• Highly organized, detail-oriented, and operationally disciplined
• Team-oriented, able to influence and hold others accountable
• Practical problem solver focused on outcomes over complexity