AMS Service Delivery Manager

🕒 Outubro 27

🇺🇸 Estados Unidos – Remoto (EUA)

💵 $150.000 - $190.000 / ano

⏰ Tempo Integral

🟡 Pleno

🟠 Sênior

👔 Gerente

👻 Score fantasma 1%

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• Aberta há 15 dias.
• As vagas desta empresa costumam ser preenchidas em 52 dias.

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Peloton Consulting Group

SiteLinkedInTodas as Vagas

501 - 1000 funcionários

💼 Consultoria

🏢 Corporativo

Consulting • Enterprise

A Peloton Consulting Group é uma empresa de serviços profissionais que auxilia seus clientes na transformação digital por meio de aplicações empresariais baseadas em nuvem. A Peloton oferece serviços de consultoria, serviços gerenciados, serviços técnicos compartilhados e gestão de mudança empresarial, com vasta experiência na implementação e operação de soluções Oracle Cloud (ERP, EPM, SCM, HCM, CX), bem como NetSuite e Anaplan. A empresa atua em setores como varejo, serviços financeiros, serviços profissionais, bens de consumo embalados, manufatura, alta tecnologia, ciências biológicas, construção e engenharia, atendendo clientes na América do Norte, América Latina e Ásia-Pacífico.

Descrição

• Oversee end-to-end delivery of Oracle Application Managed Services, ensuring adherence to SLAs and quality standards • Manage day-to-day support delivery operations, including performance monitoring and workload management • Support clients with Oracle Cloud application portfolios including HCM, ERP, and SCM • Ensure services align with contractual agreements and industry best practices • Serve as the primary client contact for service delivery, escalations, and performance • Build and maintain trusted stakeholder relationships • Lead client meetings to review performance, address concerns, and plan improvements • Lead resolution of escalated incidents and service issues with functional and technical teams • Ensure timely communication, root cause analysis, and preventative actions • Define, track, and report KPIs and service metrics • Prepare and present service performance reports • Develop and implement service delivery strategies focused on optimization, efficiency, and client satisfaction • Identify process improvements, cost reduction, and service enhancement opportunities • Support contract renewals, service expansions, proposal development, and scoping • Coordinate transition from implementation to support and integrate new services, enhancements, and releases • Mentor and coach service delivery and support team members • Support resource planning and skill development • Ensure compliance with internal policies, security standards, and service management frameworks • Promote ITIL or similar service management best practices

🎯 Requisitos

• Bachelor’s degree in Business, Information Technology, or related field • Proven experience as a Service Delivery Manager, Program Manager, or similar role in managed services or IT support environments • Experience managing clients with Oracle Cloud application portfolios (HCM, ERP, SCM) • Strong experience in client relationship management and customer satisfaction • Experience managing budgets, resources, and service delivery planning • Ability to lead status meetings, provide executive updates, and manage escalations effectively • Strong problem-solving, analytical, and critical thinking skills • Excellent written and verbal communication skills • Ability to manage multiple priorities in a fast-paced environment • Experience working remotely and independently in client-facing roles • Alignment with Peloton values: Amplify Ideas, Can-Do Attitude, Teamwork, Integrity, Own Your Voice, and Next-Level Service • Strong written and verbal communication skills in English, Portuguese & Spanish • Familiarity with ITIL or similar service management frameworks • Experience with service management tools, such as ticketing systems and reporting dashboards • Industry experience in consulting or managed services organizations • Experience supporting global delivery models, including onshore/offshore coordination

🏖️ Benefícios

• Medical, dental, and vision insurance • 401K with supporting company match • Flexible Spending Program • Technical and business skills training • Performance-based bonus • Paid holidays and PTO

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