Service Delivery Manager

Role Overview

Service Delivery Manager (SDM) to lead end-to-end delivery of client services for clients in the US time zone. You will ensure strong client satisfaction, adherence to SLAs/KPIs, operational excellence, and lead a service delivery team.

Responsibilities

• Service delivery management: Oversee delivery of services end-to-end, ensuring delivery is on time, within scope, and within budget while meeting client expectations.
• Client communications (US hours): Handle service issues, inquiries, and escalations promptly.
• Process improvement: Develop and optimize service delivery processes, methodologies, and best practices to improve quality and efficiency.
• Team leadership: Lead, mentor, and support service delivery professionals; provide coaching/feedback and run performance evaluations.
• Client relationship management: Serve as primary US time zone point of contact; run service reviews/strategic meetings and drive satisfaction.
• Incident & problem management: Oversee incident/service issue resolution during US business hours; coordinate root-cause analysis and corrective actions.
• Escalations: Manage high-priority/critical incident escalations to ensure timely resolution.
• Reporting & metrics: Track/report SLA, KPI, and client-specific performance metrics; analyze trends and gaps.
• Operational planning & resource management: Manage staffing, workload, capacity, and resource allocation for US time zone delivery.
• Budget management: Work within established budgets; assist with budgeting and resource planning.

Requirements

• Bachelor’s degree in Business, IT, or related field (or equivalent experience).
• Experience in service delivery and/or project management, ideally within the Oracle ERP/Fusion ecosystem.
• Strong knowledge of service delivery frameworks such as ITIL and Agile.
• Proven experience managing teams and client relationships.
• Strong understanding of SLAs, KPIs, and service performance.

Nice-to-haves

• Experience in a service management environment (explicitly preferred).