Service Delivery Manager

🕒 Julho 28

🌐 Canadá, Estados Unidos – Remoto

🇨🇦 Canadá – Remoto 🇺🇸 Estados Unidos – Remoto (EUA)

💵 CA$152.000 - CA$200.000 / ano

⏰ Tempo Integral

🟡 Pleno

🟠 Sênior

👔 Gerente

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ArcLight Consulting

SiteLinkedInTodas as Vagas

51 - 200 funcionários

Fundada em 2013

💼 Consultoria

☁️ SaaS

🏢 Corporativo

Consulting • SaaS • Enterprise

A ArcLight Consulting é uma consultoria nacional de soluções empresariais com mais de 15 anos de experiência, que oferece profundos conhecimentos em Oracle Cloud. A empresa se concentra em Serviços Gerenciados Oracle Cloud, atualizações de Oracle HCM & ERP, design de soluções, implementação, otimização e sucesso do cliente. Eles oferecem serviços como avaliações rápidas de sistemas e estão preparados para ajudar as organizações a maximizar e otimizar seus investimentos em Oracle Cloud; fazem parte do portfólio do Addison Group.

Descrição

• Serve as the primary point of accountability for service delivery across a multi-client portfolio • Facilitate new client onboarding, knowledge transfer, and ongoing support model definition • Manage customer dashboards, budget models, and executive-facing communications • Monitor and manage ticket resolution quality, escalations, SLAs, and milestone targets • Support instance strategy, quarterly update impacts, and migration planning • Define and maintain project and support scope in partnership with delivery teams • Act as a Trusted Advisor who connects client business priorities to our service offerings • Lead strategic planning sessions and executive business reviews with measurable follow-through • Build and maintain strong relationships with business administrators, sponsors, and SMEs • Proactively monitor client health and intervene early to prevent satisfaction risk • Translate client needs into actionable delivery plans and internal resource alignment • Escalate and advocate on behalf of clients with a bias toward resolution • Identify and surface upsell and cross-sell opportunities from within your client portfolio • Partner with Sales and Transformation (implementation delivery) teams on expansion cycles, and proposal • Participate in prospective client engagements and support sales cycle activities • Collaborate with Transformation on customer transitions and solution continuity • Collaborate with fellow SDMs on quarterly business initiatives and portfolio insights • Contribute to company-wide client health tracking and staffing alignment efforts

🎯 Requisitos

• Bachelor’s degree in Business, Computer Science, Human Resources, Accounting, or related field (or equivalent experience) • 4+ years of experience in service delivery, account management, or customer success—preferably in a consulting environment • Demonstrated experience managing complex, multi-stakeholder client relationships at a strategic level • Oracle HCM and/or ERP Cloud experience strongly preferred • Familiarity with HR business processes and enterprise application environments • Strategic thinker who can translate business context into proactive service recommendations • Proven ability to build trusted relationships with executive and senior-level stakeholders • Exceptional communication, facilitation, and executive presentation skills • Commercially minded—comfortable identifying and positioning growth opportunities • Strong organizational skills with the ability to manage a high-volume, multi-client portfolio • Self-directed and capable of managing competing priorities without close supervision • Collaborative mindset with internal teams across delivery, transformation, and sales functions

🏖️ Benefícios

• Competitive private healthcare benefits • Pension plan • Monthly reimbursement program to fuel your mind, body, and soul • Paid time off and company paid holidays • Fertility benefits • Family planning reimbursement program • Life insurance, short- and long-term disability coverage options • Employer Assistance Program • Learning and Development resources • Commitment to work-life balance and comprehensive onboarding and on-going personal and career development