Service Delivery Manager

🕒 vor 10 Tagen

🌐 Vereinigte Staaten, Kanada – Remote

🇺🇸 Vereinigte Staaten – Remote 🇨🇦 Kanada – Remote

💵 $110.000 - $150.000 / Jahr

⏰ Vollzeit

🟡 Mittelstufe

🟠 Senior

👔 Manager

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ArcLight Consulting

WebsiteLinkedInAlle Stellen

51 - 200 Mitarbeiter

Gegründet 2013

💼 Beratung

☁️ SaaS

🏢 Unternehmen

Consulting • SaaS • Enterprise

ArcLight Consulting ist eine nationale Unternehmensberatung für Unternehmenslösungen mit über 15 Jahren Erfahrung, die über tiefgehende Expertise im Bereich Oracle Cloud verfügt. Das Unternehmen konzentriert sich auf Oracle Cloud Managed Services, Oracle HCM & ERP-Updates, Lösungsdesign, Implementierung, Optimierung und Kundenerfolg. Sie bieten Dienstleistungen wie schnelle Systembewertungen an und sind in der Lage, Organisationen dabei zu unterstützen, ihre Oracle Cloud-Investitionen zu maximieren und zu optimieren; sie sind Teil des Addison Group Portfolios.

Beschreibung

• 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

🎯 Anforderungen

• 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

🏖️ Vorteile

• Competitive healthcare benefits • 401k retirement plan including employer match • Monthly reimbursement program to fuel your mind, body, and soul • Paid time off and company paid holidays • Paid parental leave • 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