Job Description
Fragomen is seeking a Service Delivery Manager to lead the firm's API Integration Services. This role is responsible for leading enterprise API implementations, managing the API delivery team, supporting strategic integration partners, and ensuring new integration products are successfully transitioned into ongoing client delivery. The ideal candidate is a client-focused operational leader who excels at managing complex implementations, developing high-performing teams, and delivering consistent client experiences.
KEY RESPONSIBILITIES
Service Delivery Leadership
Lead the operational delivery of the firm's API Integration Services across the full implementation lifecycle.
Responsibilities
- Own the day-to-day delivery of the API Integration Service, leading end-to-end implementation engagements from discovery through post-production support while ensuring consistent execution, service quality, and operational performance.
- Ensure consistent delivery using CDI implementation standards and operating practices.
- Serve as the first operational escalation point for API implementation issues.
- Drive delivery quality, operational consistency, and successful client outcomes.
Client & Partner Leadership
Serve as the operational lead for API implementation engagements following project initiation.
Responsibilities
- Lead implementation planning and operational discussions with clients.
- Build collaborative relationships with enterprise clients, strategic integration partners, and third-party vendors.
- Coordinate implementation activities and operational readiness throughout the implementation lifecycle.
- Collaborate with strategic integration partners to establish mutually agreed operational processes, communication models, and implementation expectations that support long-term delivery success.
Team Leadership
Lead the API Integration Services delivery team.
Responsibilities
- Manage API Implementation Specialists.
- Assign work, balance capacity, and support professional development.
- Develop the team's knowledge of new integration products, implementation practices, and delivery expectations.
- Foster accountability, collaboration, and operational excellence.
API Service Readiness & Product Operationalization
Support the successful introduction of new integration services into CDI.
Responsibilities
- Partner with Product, Engineering, and CDI leadership to successfully operationalize new API-enabled products before they transition into ongoing client delivery.
- Ensure the team is prepared to implement new services using established CDI standards.
- Recommend improvements that enhance delivery quality, efficiency, and client experience.
Cross-Functional Collaboration
Partner across the organization to ensure successful implementation delivery.
Responsibilities
- Coordinate with Product, Engineering, Legal, Client Engagement, and Onboarding teams.
- Support implementation readiness, delivery planning, and issue resolution.
- Provide operational recommendations to CDI leadership regarding delivery readiness, implementation improvements, and future service delivery needs.
Required Experience
- 8+ years of experience leading enterprise implementation delivery, API integration services, systems integration programs, or related operational leadership roles.
- Experience leading enterprise API implementation programs involving complex client environments and cross-functional business and technology stakeholders.
- Experience managing client-facing implementation teams or technical delivery organizations.
- Strong operational leadership, project delivery, and stakeholder management skills.
- Ability to navigate ambiguity, balance competing priorities, and make sound operational decisions in a fast-paced environment.
- Excellent written, verbal, presentation, and executive communication skills.
Preferred Qualifications
- Experience working with enterprise APIs, HRIS platforms, or client system integrations.
- Experience within global mobility, immigration, HR technology, relocation, or professional services.
- Experience managing strategic relationships with technology vendors, enterprise software providers, or integration partners.
- Experience supporting the rollout of new technology products or digital services into operational delivery.
- Experience building trusted relationships with enterprise clients and external technology partners.
- Experience leading client-facing implementation discussions involving enterprise HR systems, vendors, or digital platforms.
All offers and/or employment contracts are contingent upon the successful completion of the Firm’s pre-employment screening process. This process may include verifying the candidate’s identity, confirming legal authorization to work in the offered position’s location, and conducting a comprehensive background check, where permitted by local regulations. We use limited AI‑assisted tools for administrative screening purposes only - never for decision‑making. All hiring decisions are made by people. Applicants may have rights to information and explanations regarding the use of such tools, or request human review, as required by applicable regional laws.
