Service Delivery Manager

Service Delivery Manager Req number:

R8756

Employment type:

Full time Worksite flexibility:

Onsite Who we areCAI is a global services firm with over 9,000 associates worldwide and a yearly revenue of $1.3 billion+. We have over 40 years of excellence in uniting talent and technology to power the possible for our clients, colleagues, and communities. As a privately held company, we have the freedom and focus to do what is right—whatever it takes.

Our tailor-made solutions create lasting results across the public and commercial sectors, and we are trailblazers in bringing neurodiversity to the enterprise.

Job Summary The Service Delivery Manager will be responsible for providing vision, coaching, and mentoring to the team members and managing the client engagement. This position will be onsite in Atlanta, GA.

Job Description We are seeking a highly skilled and experienced Service Delivery Manager to join our IT team. This position will be full-time, onsite, and is a salaried position. This is an onsite position requiring onsite presence in Atlanta, GA.What You'll DoManage the performance and delivery of IT services to ensure contractual obligations and service level agreements (SLAs) are consistently met Oversee the day-to-day operations of Service Delivery teams supporting enterprise applications, with a primary focus on Oracle E-Business Suite (EBS)
Build and maintain strong relationships with clients, providing regular service reviews, status updates, and performance reporting

Lead process improvement initiatives to enhance efficiency, productivity, and service quality

Define, implement, and monitor KPIs, metrics, and operational processes to drive continuous improvement

Manage customer and vendor relationships, including contract oversight and service performance management

Ensure service delivery processes, methodologies, and governance standards are followed

Prepare and present operational, performance, and management reports to stakeholders

Facilitate issue resolution, escalation management, risk mitigation, and service improvement activities

Partner with Procurement, Finance, Technical Services, Consulting, Sales, and Legal teams to ensure successful service delivery

Ensure services are delivered profitably, efficiently, and in alignment with business objectives and customer expectations

What You'll Need

Required:

10+ years of experience in IT Service Delivery, IT Operations, Service Management, or a related leadership role Strong Oracle E-Business Suite (EBS) experience is required

Proven experience managing enterprise-scale service delivery teams and client-facing operations

Experience managing and reporting against SLAs, KPIs, and operational performance metrics

Strong background in vendor management, contract administration, and stakeholder engagement

Experience driving process improvement and operational excellence initiatives

Knowledge of IT service management best practices, including Incident, Problem, Change, and Service Level Management Excellent communication, leadership, and relationship-management skills

Bachelor's degree in Information Technology, Business, or a related field (or equivalent experience)
Preferred:

ITIL certification and/or PMP certification preferred

Experience supporting public sector or government clients preferred

Ability to work onsite in Atlanta, GA is strongly preferred

Physical Demands Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state, and local standards

Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc.

Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard, and monitor

Reasonabl…