Service Delivery Manager

Responsibilities

• Serve as the primary point of accountability for service delivery across a multi-client portfolio.
• Facilitate new client onboarding, knowledge transfer, and ongoing support model definition.
• Monitor and manage ticket resolution quality, escalations, SLAs, and milestone targets.
• Support instance strategy, quarterly update impacts, and migration planning.
• Define and maintain project and support scope in partnership with delivery teams.

Strategic Advisory & Relationship Management

• Act as a Trusted Advisor who connects client business priorities to our service offerings.
• Lead strategic planning sessions and executive business reviews with measurable follow-through.
• Build and maintain strong relationships with business administrators, sponsors, and SMEs.
• Proactively monitor client health and intervene early to prevent satisfaction risk.
• Translate client needs into actionable delivery plans and internal resource alignment.
• Escalate and advocate on behalf of clients with a bias toward resolution.

Revenue & Business Growth

• Identify and surface upsell and cross-sell opportunities from within your client portfolio.
• Partner with Sales and Transformation (implementation delivery) teams on expansion cycles, and proposal.
• Support sales cycle activities.
• Collaborate with Transformation on customer transitions and solution continuity.
• Collaborate with fellow SDMs on quarterly business initiatives and portfolio insights.
• Contribute to company-wide client health tracking and staffing alignment efforts.

Qualifications

• Bachelor’s degree in Business, Computer Science, Human Resources, Accounting, or related field (or equivalent experience).
• 4+ years of experience in service delivery, account management, or customer success—preferably in a consulting environment.
• Demonstrated experience managing complex, multi-stakeholder client relationships at a strategic level.
• Oracle HCM and/or ERP Cloud experience strongly preferred.
• Familiarity with HR business processes and enterprise application environments.
• Strategic thinker who can translate business context into proactive service recommendations.
• Pioneering ability to build trusted relationships with executive and senior-level stakeholders.
• Exceptional communication, facilitation, and executive presentation skills.
• Commercially minded—comfortable identifying and positioning growth opportunities.
• Strong organizational skills with the ability to manage a high-volume, multi-client portfolio.
• Self-directed and capable of managing competing priorities without close supervision.
• Collaborative mindset with internal teams across delivery, transformation, and sales functions.

Work Environment & Travel

Remote-first position for U.S.- and Canada-based candidates. Ability to travel up to 5% may be required.

Compensation & Benefits

Compensation will vary depending on a wide array of factors including, but not limited to, the specific office location, role, skill set and level of experience. United States: Base salary for this position ranges between USD $110,000 - $150,000 Annual incentive compensation potential of up to 20%, paid in quarterly installments.

What We Offer

• Competitive healthcare benefits.
• 401(k) retirement plan including employer match.
• Monthly reimbursement program to fuel your mind, body, and soul.
• Paid time off and company paid holidays.
• Paid parental leave.
• Family planning reimbursement program.
• Life insurance, short- and long-term disability coverage options.
• Employer Assistance Program.
• Learning and Development resources.
• Commitment to work-life balance and comprehensive onboarding and on-going personal and career development.