Service Delivery Manager

🔥 7 minutes ago

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ArcLight Consulting

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2013

💼 Consulting

☁️ SaaS

🏢 Enterprise

Consulting • SaaS • Enterprise

ArcLight Consulting is a national enterprise solutions consultancy with over 15 years of experience that provides deep Oracle Cloud expertise. The firm focuses on Oracle Cloud Managed Services, Oracle HCM & ERP updates, solution design, implementation, optimization, and customer success. They offer services like rapid system assessments and are positioned to help organizations maximize and optimize their Oracle Cloud investments; they are part of the Addison Group portfolio.

📋 Description

• 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

🎯 Requirements

• 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

🏖️ Benefits

• 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