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 Able to adapt quickly in an already-established environment Calm, steady, and reliable in a fast-paced and deadline-driven setting Why SPS Global SPS Global partners with clients to deliver scalable, high-performance operations through disciplined execution and continuous improvement. This role ensures our technology ecosystem works seamlessly with daily operations—driving stability, consistency, and client success.    Compensation:  The expected compensation is an estimate, and the final offer will depend on skills, experience, and other job-related factors. Use of Artificial Intelligence (AI): No AI or automated decision-making tools are used to screen, assess, or select candidates for this role. SPS uses the Greenhouse applicant tracking system, which does not apply AI in these parts of the hiring process. Vacancy Status: This posting is for an existing vacancy. Pay Range$85,000—$95,000 USD WHAT WE OFFER Career Growth: An opportunity to enter a job that allows you to learn new skills or use a variety of them that may lead you to uncover other career opportunities! Learning & Development: At SPS, we promote a work culture of learning so that you can develop to be the best at what you do! We Recognize Talent: We offer a variety of recognition programs for all levels of employees! Benefit Offerings: Medical, Dental, Vision, HCFSA, DCFSA, HSA, Commuter Transit and Parking, Supplemental Life Insurance, Accident Insurance, Critical Illness, Hospital Indemnity, Legal Program, Identify Theft Protection, Pet Discounts, Pet Insurance, Group Home and Auto Insurance, EAP, Short Term Disability, Life Insurance, Education Discounts, 401k w/ matching, Entertainment Discounts, & Paid Time Off. Note: Please inquire with the Human Resources team for benefit offerings per role as regular positions that routinely are under 30 hours/week may have a different benefit offering. About SPS SPS is an award-winning employer of choice offering outsourcing solutions that leverage Intelligent Automation (Artificial Intelligence & Robotic Process Automation) in more than 22 countries across the globe. In North America, our services include Mailroom Management (both physical and digital), Office Services such as Reception, Lobby Concierge and Conference Room Management in addition to Document Processing Services utilizing leading edge technologies. Our clients today are companies in sectors such as banking, insurance, legal, higher education, advertising and other professional services, including many Fortune 500 companies. SPS is committed to delivering high caliber outsourcing experience to our clients and offering our employees challenging and exciting career opportunities throughout the North America region and globally. SPS is committed to investing in the professional development of our employees and offers competitive comprehensive benefits and diverse development training programs that lead to building careers. At SPS we embrace the uniqueness of our employees and are committed to the fair and equal treatment of all people, applicants, and employees by promoting a culture of access, inclusion, equity and diversity. SPS provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual and reproductive health choices, national origin, age, disability, genetics, military status, gender identity or expression, sexual orientation and/or any other status protected by applicable law. Colorado only: We accept applications for an expected minimum of 5 days from the date it is posted. The posting may remain open longer as needed to ensure a robust and inclusive applicant pool. Applicants are prohibited from using real-time AI (Artificial Intelligence) tools, prompts, scripts, or real-time assistance (including but not limited to chatbots, AI-generated responses, or transcription-based tools) during any and all interviews over any forum or platform.  SPS offers reasonable accommodations in the hiring and employment process for individuals with disabilities. If you need assistance in the application or hiring process to accommodate a disability, you may request an accommodation at any time. To view our privacy policy, click on the link below: https://www.spsglobal.com/en/data-privacy-other Acknowledgement Section: By submitting an application, by hitting "Submit Application", you certify that the information contained in this application is true and complete. You attest to the fact that the answers provided are correct to the best of your knowledge and ability. You certify that you have not knowingly withheld any information that might affect your chances for hiring. You understand that any false information or omission (including any misstatement) on this application or on any document used to secure this employment can be grounds for rejection of application or, if you are employed by SPS can be grounds for immediate termination from this company.   Offices: Pittsburgh, Pennsylvania, United States (Pittsburgh);