Service Delivery Manager

We are looking for a proactive and experienced Service Delivery Manager (SDM) to join our team, responsible for managing the delivery of high-quality services to our clients within the US time zone. The SDM will ensure client satisfaction, meet service level agreements (SLAs), and lead the service delivery team to success. This is a client-facing, operational leadership role that requires a blend of strategic thinking, operational management, and excellent communication skills.

Key Responsibilities:

• Service Delivery Management:
  • Oversee the end-to-end delivery of services to clients located in the US time zone, ensuring adherence to SLAs and KPIs.
  • Ensure services are delivered on time, within scope, and within budget, while consistently meeting client expectations.
  • Manage client communications during US working hours, responding to service issues, inquiries, and escalation requests promptly.
  • Develop and optimize service delivery processes, methodologies, and best practices to enhance service quality and operational efficiency.
• Team Leadership and Development:
  • Lead, mentor, and support a team of service delivery professionals, ensuring they are well-equipped to meet client needs and achieve operational goals.
  • Foster a culture of continuous improvement and high performance within the service delivery team.
  • Provide coaching and feedback to team members, conducting regular performance evaluations and helping with career development.
• Client Relationship Management:
  • Act as the primary point of contact for clients in the US time zone, building and maintaining strong relationships.
  • Ensure client concerns are handled effectively and solutions are delivered promptly.
  • Conduct regular service reviews and strategic meetings with clients to ensure alignment with service goals and identify areas for improvement.
  • Drive client satisfaction by ensuring smooth communication, meeting SLA’s, timely issue resolution, and continuous improvement.
• Incident and Problem Management:
  • Oversee the management and resolution of service issues and incidents, ensuring that service disruptions are minimized and effectively managed during US business hours.
  • Work with internal teams to ensure root cause analysis is conducted on recurring issues and corrective actions are implemented.
  • Manage escalations to ensure timely resolution of high-priority or critical service incidents.
• Service Reporting and Performance Metrics:
  • Track and report on service delivery performance, including SLAs, KPIs, and other client-specific metrics.
  • Provide regular updates and performance reports to both internal leadership and clients.
  • Analyze service performance data to identify trends, performance gaps, and areas for improvement.
• Continuous Improvement:
  • Identify opportunities to enhance service delivery processes and customer satisfaction.
  • Implement improvements and track their impact, ensuring measurable success.
  • Stay informed of industry’s best practices and new technologies to continuously enhance service offerings.
• Operational Planning and Resource Management:
  • Manage the allocation of resources to ensure service delivery goals are met efficiently and effectively within the US time zone.
  • Monitor team workload, staffing, and capacity, ensuring that resources are optimized to meet service demands.
• Budget Management:
  • Work within established budgets and financial constraints, while ensuring high-quality service delivery.
  • Assist in budgeting and resource planning to meet service delivery goals effectively.

Qualifications:

• Bachelor’s degree in Business, IT, or a related field (or equivalent experience).
• Years of experience in service delivery, project management, or related roles within the Oracle ERP/Fusion ecosystem.
• Strong knowledge of service delivery frameworks such as ITIL, Agile, or similar methodologies.
• Proven experience managing teams and client relationships, preferably in a service management environment.
• Strong understanding of SLAs, KPIs, and service performance metrics.
• Excellent written and verbal communication skills, with the ability to interact effectively with clients, team members, and senior management.
• Strong problem-solving skills, capable of managing complex service delivery challenges.
• Ability to handle multiple priorities in a fast-paced environment.
• Familiar with tools such as ServiceNow and middleware integration platforms including Oracle Integration Cloud (OIC), Boomi, and MuleSoft.

Preferred Skills:

• Certification in ITIL or other relevant service management frameworks.
• Experience with cloud services, enterprise-level software, or industry-specific tools is an advantage.

Work Environment:

• Ability to manage client interactions and service delivery in line with the US time zone working hours.
• This position is remote-based.