Service Delivery Director – PeopleSoft

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

📋 Description

• Oversee the delivery of production support for key strategic accounts.

• Lead the team in resolving incidents, managing service requests, and delivering defined service items.

• Monitor incident queues to manage prioritization and assignment of incidents and service requests.

• Ensure compliance with SLAs and proactively take corrective measures to adhere to SOW requirements.

• Guarantee timely updates on tickets and maintain effective communication with customers.

• Coordinate maintenance activities and manage customer maintenance calendars, which include PUM updates, PeopleTools patches, and CPU patches.

• Provide oversight for client business events such as financial closures.

• Conduct customer status meetings and perform quarterly business reviews.

• Manage customer escalations while providing necessary oversight.

• Monitor demand and strategize capacity planning to meet workload requirements.

• Mentor and support team members in their professional development.

• Act as the senior point of contact for clients and align service delivery with business objectives.

• Collaborate with client functional and IT leadership on application support roadmaps, upgrades, modernization efforts, and continuous improvement initiatives.

• Identify opportunities for account growth, including managed services upsell and expansion, in partnership with sales and account leadership.

• Advocate for continuous improvement, automation, and AI-driven support initiatives.

• Provide governance and oversight across various accounts or workstreams as required.

• Performance will be assessed based on SLA compliance, ticket updates and customer communication, customer satisfaction, and gross margin objectives.

⛳️ Requirements

• Over 20 years of experience with PeopleSoft.

• More than 10 years of experience in managing PeopleSoft production support engagements as a service delivery manager, with senior or lead-level responsibility for strategic accounts.

• Proven experience in engaging and influencing senior client stakeholders and functional business leaders, including at the executive or steering committee level.

• Strong history of P&L/account financial management, contract negotiations, and driving account growth.

• Extensive people leadership experience, including the ability to build, mentor, and manage cross-functional technical teams.

• Candidates must be legally authorized to work in the United States on a full-time basis.

• Candidates must not require employment visa sponsorship presently or in the future.

• Completion of a pre-employment drug screening and background investigation is mandatory.

🏝️ Benefits

• Equal opportunity employer.

• Substance-free workplace.

• Tobacco-free workplace.

• Pre-employment drug screen and background investigation, which includes reference checks, criminal background investigation, and applicable licensing verification.

• E-Verify employment eligibility verification.