AMS Service Delivery Manager

🔥 1 minute ago

🇺🇸 United States – Remote

💵 $150k - $190k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

👔 Manager

👻 Ghost score 1%

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Peloton Consulting Group

WebsiteLinkedInAll Job Openings

501 - 1000 employees

💼 Consulting

🏢 Enterprise

Consulting • Enterprise

Peloton Consulting Group is a professional services firm that helps clients realize digital transformation through cloud-based enterprise applications. Peloton delivers advisory, consulting, managed services, technical shared services and enterprise change management, with deep experience implementing and operating Oracle Cloud solutions (ERP, EPM, SCM, HCM, CX), as well as NetSuite and Anaplan. The firm works across industries such as retail, financial services, professional services, consumer packaged goods, manufacturing, high tech, life sciences and construction & engineering and serves clients across North America, Latin America and Asia Pacific.

📋 Description

• 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

🎯 Requirements

• 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

🏖️ Benefits

• 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