AMS Service Delivery Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee the comprehensive delivery of Oracle Application Managed Services, ensuring compliance with SLAs and quality benchmarks.

• Manage daily support operations, including performance oversight and workload distribution.

• Assist clients with their Oracle Cloud application portfolios, encompassing HCM, ERP, and SCM.

• Ensure that services are in line with contractual obligations and industry-leading practices.

• Act as the primary client liaison for service delivery, escalations, and performance management.

• Establish and nurture trusted relationships with stakeholders.

• Conduct client meetings to assess performance, address issues, and strategize improvements.

• Lead the resolution of escalated incidents and service challenges in collaboration with functional and technical teams.

• Ensure prompt communication, root cause analysis, and preventive measures.

• Define, monitor, and report on KPIs and service metrics.

• Prepare and deliver service performance reports.

• Develop and execute service delivery strategies focused on optimization, efficiency, and client satisfaction.

• Identify opportunities for process enhancements, cost savings, and service improvements.

• Assist with contract renewals, service expansions, proposal development, and scoping activities.

• Coordinate the transition from implementation to support while integrating new services, enhancements, and releases.

• Mentor and guide members of the service delivery and support teams.

• Support resource planning and skills development initiatives.

• Ensure compliance with internal policies, security standards, and service management frameworks.

• Promote ITIL or comparable service management best practices.

⛳️ Requirements

• Bachelor's degree in Business, Information Technology, or a related discipline.

• Demonstrated experience as a Service Delivery Manager, Program Manager, or in a similar capacity within managed services or IT support settings.

• Familiarity with managing clients who utilize Oracle Cloud application portfolios (HCM, ERP, SCM).

• Strong background in client relationship management and enhancing customer satisfaction.

• Experience overseeing budgets, resources, and service delivery planning.

• Proficiency in leading status meetings, providing executive updates, and managing escalations efficiently.

• Strong problem-solving, analytical, and critical thinking capabilities.

• Exceptional written and verbal communication skills.

• Capability to juggle multiple priorities in a dynamic environment.

• Experience working remotely and autonomously in client-facing roles.

• Alignment with Peloton values: Amplify Ideas, Can-Do Attitude, Teamwork, Integrity, Own Your Voice, and Next-Level Service.

• Proficient written and verbal communication skills in English, Portuguese, and Spanish.

• Familiarity with ITIL or similar service management frameworks.

• Experience with service management tools, including ticketing systems and reporting dashboards.

• Industry experience in consulting or managed services organizations.

• Experience supporting global delivery models, including coordination between onshore and offshore teams.

🏝️ Benefits

• Medical, dental, and vision insurance.

• 401K plan with an accompanying company match.

• Flexible Spending Program.

• Training in technical and business skills.

• Performance-based bonuses.

• Paid holidays and PTO.