Service Delivery Manager

This is a fully remote position, open to applicants in United States, +1 more country.

📋 Description

• Act as the main point of accountability for service delivery across a diverse multi-client portfolio.

• Oversee the onboarding of new clients, facilitate knowledge transfer, and define ongoing support models.

• Manage customer dashboards, budget models, and communications directed at executives.

• Supervise and assess ticket resolution quality, escalations, SLAs, and milestone targets.

• Support instance strategy, evaluate impacts of quarterly updates, and plan migrations.

• Collaborate with delivery teams to define and uphold project and support scope.

• Serve as a Trusted Advisor, linking client business priorities with our service offerings.

• Lead strategic planning sessions and executive business reviews, ensuring measurable follow-through.

• Cultivate and maintain robust relationships with business administrators, sponsors, and subject matter experts (SMEs).

• Proactively monitor client health and take early action to mitigate satisfaction risks.

• Convert client needs into actionable delivery plans and align internal resources accordingly.

• Advocate for clients and escalate issues with a focus on resolution.

• Identify and bring to light upsell and cross-sell opportunities within your client portfolio.

• Collaborate with Sales and Transformation teams on expansion cycles and proposal efforts.

• Engage in prospective client interactions and support sales cycle initiatives.

• Work together with Transformation on customer transitions and ensure solution continuity.

• Partner with fellow Service Delivery Managers (SDMs) on quarterly business initiatives and portfolio insights.

• Contribute to company-wide efforts in tracking client health and aligning staffing.

⛳️ Requirements

• Bachelor’s degree in Business, Computer Science, Human Resources, Accounting, or a related field (or equivalent experience).

• Over 4 years of experience in service delivery, account management, or customer success—preferably within a consulting context.

• Proven experience in managing intricate, multi-stakeholder client relationships at a strategic level.

• Strong preference for candidates with Oracle HCM and/or ERP Cloud experience.

• Familiarity with HR business processes and enterprise application environments is essential.

• A strategic thinker capable of translating business context into proactive service recommendations.

• Demonstrated ability to foster trusted relationships with executive and senior-level stakeholders.

• Excellent communication, facilitation, and executive presentation skills are required.

• Commercially oriented—comfortable in identifying and positioning growth opportunities.

• Strong organizational abilities to manage a high-volume, multi-client portfolio effectively.

• Self-motivated and adept at managing competing priorities without close supervision.

• A collaborative mindset, working effectively with internal teams across delivery, transformation, and sales functions.

🏝️ Benefits

• Competitive healthcare benefits.

• 401k retirement plan with employer matching.

• Monthly reimbursement program to support your mind, body, and soul.

• Paid time off and company-observed holidays.

• Paid parental leave.

• Family planning reimbursement program available.

• Options for life insurance and short- and long-term disability coverage.

• Access to an Employer Assistance Program.

• Resources for Learning and Development.

• Commitment to work-life balance along with comprehensive onboarding and ongoing personal and career development opportunities.