AMS Service Delivery Manager

Job Description

Overview:

At Peloton, we don't just implement technology. We transform the way organizations work, compete, and grow. Recognized on the Inc. 5000 list of fastest-growing companies in the US, Peloton is one of the most respected and fastest-growing global Oracle consulting firms, delivering Advisory, Consulting, and Managed Services to leading organizations across many industries, including Retail, Financial Services, Manufacturing, Consumer Packaged Goods, and more.

Peloton Consulting Group has the vision and connected global capabilities to help organizations envision, implement, and realize the benefits of digital transformation. Our team has the best practices, knowledge, industry expertise, and know-how. We make digital transformation a reality by leveraging AI, Enterprise Performance Management (EPM), Enterprise Resource Planning (ERP), Supply Chain Management (SCM), Human Capital Management (HCM), Customer Experience (CX), Analytics, and Data Management for the cloud.

Through connected capabilities, we bring people, processes, and technology together. We help organizations go further faster. That is the Peloton way!

What truly sets us apart is our people. We are team players. We are energetic and entrepreneurial. We are problem solvers and innovative thinkers who believe the best outcomes are built together. We believe in quality, appreciate creativity, recognize individual contributions, and place trust in every member of our team. If you bring strong business or technical expertise and want to do meaningful work alongside people who are equally passionate about getting it right, we think you'll feel right at home here.

Position Overview

Peloton is seeking a Service Delivery Manager (SDM) to lead Oracle Application Managed Services for a strategic client. This individual will be responsible for ensuring operational excellence, high-quality service delivery, client satisfaction, governance, financial oversight, and continuous improvement across Oracle Cloud environments. The SDM will serve as the primary point of contact for service delivery and will partner closely with client stakeholders, delivery teams, and executive leadership to ensure services are aligned with business objectives and evolving operational needs.

This is a highly client-facing role requiring strong leadership, communication, operational management, and strategic planning capabilities.

Location & Travel Requirements

This role requires regular onsite presence at a client location in Arkansas. Candidates must be willing and able to work onsite approximately 3-4 days per week as part of a hybrid delivery model. Travel flexibility is required based on client and business needs.

Key Responsibilities:

Service Delivery & Operations

• Oversee end-to-end delivery of Oracle Application Managed Services, ensuring adherence to SLAs, KPIs, and quality standards
• Manage day-to-day support operations, including workload balancing, issue prioritization, and delivery performance
• Support clients across Oracle Cloud application portfolios including ERP, SCM, HCM, and EPM
• Ensure services are delivered in alignment with contractual obligations and industry best practices
• Own the service management maturity roadmap for each account, progressing delivery from reactive to proactive, predictive, and prescriptive support models
• Manage Oracle Cloud quarterly release cycles (e.g., 26C, 26D), including impact assessments, regression testing coordination, and feature adoption planning

Client Relationship Management

• Serve as the primary point of contact for clients regarding service delivery, escalations, governance, and operational planning
• Build and maintain trusted relationships with client stakeholders and executive sponsors
• Establish and facilitate tiered governance structures including:
  • Weekly operational reviews
  • Monthly service reviews
  • Quarterly executive business reviews (QBRs) with CIOs, CFOs, and business sponsors
• Lead regular client meetings to review service performance, discuss risks, and identify improvement opportunities

Incident & Escalation Management

• Lead resolution of escalated incidents and critical service issues across functional and technical teams
• Ensure timely communication, root cause analysis, corrective actions, and preventative measures are implemented
• Drive operational accountability and continuous improvement through lessons learned and trend analysis

Performance Management & Reporting

• Define, monitor, and report on service delivery KPIs and operational metrics
• Prepare and present executive-level reporting to both clients and internal leadership
• Conduct monthly account financial reviews with internal leadership, reporting on budget variances, corrective actions, and proactive mitigation plans
• Monitor trends to identify risks, opportunities, and service optimization initiatives

Continuous Improvement & Strategy

• Develop and execute service delivery strategies focused on operational efficiency, automation, optimization, and customer satisfaction
• Own a…