Service Delivery Manager
About The Position
The Service Delivery Manager (SDM) is a client-facing operational leadership role responsible for managing high-quality service delivery to clients in the US CST/PST time zones. The SDM ensures client satisfaction, adherence to service level agreements (SLAs) and key performance indicators (KPIs), and successful performance of the service delivery team. The role combines strategic thinking, operational management, and strong communication. The SDM oversees end-to-end service delivery, client relationships and communications, incident and problem management, service reporting, continuous improvement, operational planning, resource allocation, and budget support. The position is remote-based and requires managing client interactions and service delivery in line with US CST/PST working hours.
Requirements
- Bachelor’s degree in Business, IT, or a related field, or equivalent experience.
- Experience in service delivery, project management, or related roles within the Oracle ERP/Fusion ecosystem; the number of years is not specified.
- Strong knowledge of service delivery frameworks such as ITIL, Agile, or similar methodologies.
- Proven experience managing teams and client relationships, preferably in a service management environment.
- Strong understanding of SLAs, KPIs, and service performance metrics.
- Excellent written and verbal communication skills, with the ability to interact effectively with clients, team members, and senior management.
- Strong problem-solving skills and ability to manage complex service delivery challenges.
- Ability to handle multiple priorities in a fast-paced environment.
- Familiarity with ServiceNow and middleware integration platforms, including Oracle Integration Cloud (OIC), Boomi, and MuleSoft.
- Ability to manage client interactions and service delivery in line with US CST/PST time zone working hours.
Nice To Haves
- Certification in ITIL or another relevant service management framework.
- Experience with cloud services, enterprise-level software, or industry-specific tools.
Responsibilities
- Oversee end-to-end delivery of services to clients in US CST/PST time zones, ensuring adherence to SLAs and KPIs.
- Ensure services are delivered on time, within scope and budget, and in line with client expectations.
- Manage client communications during US working hours, responding promptly to service issues, inquiries, and escalations.
- Develop and optimize service delivery processes, methodologies, and best practices.
- Lead, mentor, and support service delivery professionals; provide coaching and feedback, conduct performance evaluations, and support career development.
- Foster continuous improvement and high performance within the service delivery team.
- Serve as the primary point of contact for clients in US CST/PST time zones and build and maintain strong relationships.
- Handle client concerns, conduct regular service reviews and strategic meetings, and drive client satisfaction through effective communication, SLA performance, timely issue resolution, and continuous improvement.
- Oversee management and resolution of service issues and incidents during US business hours, minimizing service disruptions.
- Coordinate root cause analysis of recurring issues and implementation of corrective actions with internal teams.
- Manage escalations to ensure timely resolution of high-priority or critical service incidents.
- Track and report service delivery performance, including SLAs, KPIs, and client-specific metrics, and provide updates to internal leadership and clients.
- Analyze service performance data to identify trends, performance gaps, and improvement opportunities.
- Identify, implement, and measure improvements to service delivery processes and customer satisfaction.
- Stay informed about industry best practices and new technologies to enhance service offerings.
- Allocate resources and monitor workload, staffing, and capacity to meet service delivery goals efficiently within the US time zone.
- Work within established budgets and financial constraints and assist with budgeting and resource planning.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
