Archived listing. The details below describe a past opening.
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 CST/PST time zones. 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 CST/PST time zones, 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 CST/PST time zones, 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 CST/PST time zone working hours.
- This position is remote-based.
