Service Delivery Manager

We are seeking a strategic‑minded Service Delivery Manager to join our Customer Success team, delivering managed services to Oracle Cloud clients, and reporting to the Senior Manager of Customer Success. This is a senior‑level, individual‑contributor role for a professional who thrives as a Trusted Advisor – someone who builds deep client relationships, drives measurable outcomes, and proactively uncovers opportunities to grow the value we deliver.

The ideal candidate operates with a strategic lens across their entire book of business: delivering results, strengthening relationships, and accelerating revenue – our three pillars of success this year. You will manage a portfolio of clients, partnering closely with internal delivery teams, advisory resources, and sales to ensure every customer realizes the full value of their investment.

• 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
• Manage customer dashboards, budget models, and executive‑facing communications
• 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

• 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

• 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
• Participate in prospective client engagements and 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

• 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
• Proven 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
• Cooperative mindset with internal teams across delivery, transformation, and sales functions

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

• 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
• Canada:
  Base salary for this position ranges between CAD $152,000 - $200,000
• Annual incentive compensation potential of up to 20%, paid in quarterly installments.