AMS Service Delivery Manager

Position Overview

Peloton is seeking a Service Delivery Manager (SDM) to lead Oracle Application Managed Services for a strategic client. This role requires regular onsite presence at a client location in Arkansas.

Key Responsibilities

• Service Delivery & Operations
  Oversee end-to-end delivery of Oracle Application Managed Services, ensuring adherence to SLAs, KPIs, and quality standards.
  Manage day-to-day support operations, including workload balancing, issue prioritization, and delivery performance.
  Support clients across Oracle Cloud application portfolios including ERP, SCM, HCM, and EPM.
  Ensure services are delivered in alignment with contractual obligations and industry best practices.
  Own the service management maturity roadmap for each account, progressing delivery from reactive to proactive, predictive, and prescriptive support models.
  Manage Oracle Cloud quarterly release cycles (e.g., 26C, 26D), including impact assessments, regression testing coordination, and feature adoption planning.

• Client Relationship Management
  Serve as the primary point of contact for clients regarding service delivery, escalations, governance, and operational planning.
  Build and maintain trusted relationships with client stakeholders and executive sponsors.
  Establish and facilitate tiered governance structures including: Weekly operational reviews, Monthly service reviews, Quarterly executive business reviews (QBRs) with CIOs, CFOs, and business sponsors.
  Lead regular client meetings to review service performance, discuss risks, and identify improvement opportunities.

• Incident & Escalation Management
  Lead resolution of escalated incidents and critical service issues across functional and technical teams.
  Ensure timely communication, root cause analysis, corrective actions, and preventative measures are implemented.
  Drive operational accountability and continuous improvement through lessons learned and trend analysis.

• Performance Management & Reporting
  Define, monitor, and report on service delivery KPIs and operational metrics.
  Prepare and present executive-level reporting to both clients and internal leadership.
  Conduct monthly account financial reviews with internal leadership, reporting on budget variances, corrective actions, and proactive mitigation plans.
  Monitor trends to identify risks, opportunities, and service optimization initiatives.

• Continuous Improvement & Strategy
  Develop and execute service delivery strategies focused on operational efficiency, automation, optimization, and customer satisfaction.
  Identify opportunities for process improvements, cost reduction, AI-enabled efficiencies, and service enhancements.
  Drive adoption of ITIL-aligned service management best practices and operational standards.

• Resource & Workforce Management
  Own the resource pyramid, utilization strategy, and bench management approach for assigned accounts.
  Optimize onshore, offshore, and nearshore delivery models to maximize service quality and efficiency.
  Maintain a skills matrix, succession plan, and workforce forecast aligned with account growth and Oracle product roadmaps.
  Drive certification and upskilling plans focused on Oracle Fusion applications, AI agents, automation capabilities, and ITIL frameworks.

• Contract Management
  Partner with internal and client stakeholders to support contract renewals, account growth, and service expansion opportunities.
  Identify opportunities for additional managed services aligned to client objectives.
  Support proposal development, solutioning, and scope definition for new and existing engagements.

• Transition & Program Coordination
  Collaborate with project and implementation teams to ensure successful transition from deployment to managed support.
  Ensure new enhancements, releases, and services are effectively operationalized into support environments.

• Team Leadership & Development
  Mentor, coach, and support service delivery and support team members.
  Foster a high-performing, collaborative, and client-focused team culture.
  Support workforce planning, career development, and organizational capability growth.

• Governance & Compliance
  Ensure compliance with internal policies, security standards, and service management frameworks.
  Promote adherence to ITIL and other operational best practices across service delivery teams.

Required Qualifications & Experience

• Bachelor’s degree in Business, Information Technology, or related field
• Proven experience as a Service Delivery Manager, Program Manager, or similar leadership role within Managed Services or IT support environments
• Strong experience managing Oracle Cloud application portfolios including ERP, SCM, HCM, and/or EPM
• Demonstrated success managing enterprise client relationships and executive stakeholder communications
• Experience managing service delivery financials, budgets, resource planning, and operational governance
• Ability to lead executive status meetings, manage escalations, and drive operational accountability
• Strong analytical, problem-solving, organizational, and critical-thinking skills
• Excellent written and verbal communication skills
• Ability to manage multiple priorities in a fast-paced, client-facing environment
• Willingness and ability to work onsite at a client location in Arkansas 3–4 days per week

Alignment with Peloton Values

• Amplify Ideas
• Can-Do Attitude
• Teamwork
• Intrigue
• Integrity
• Own Your Voice
• Next-Level Service

Compensation

Peloton provides a reasonable range of compensation for roles. Actual compensation is influenced by a variety of factors including but not limited to skills, experience, qualifications, business needs, and geographic location. Peloton also offers bonus opportunities and a comprehensive benefits package including:

• Medical, dental, and vision insurance
• 401K with supporting company match
• Flexible Spending Program
• Tech and business skills training
• Performance-based bonus
• Paid holidays and PTO

Peloton Group is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.