Service Delivery Director - PeopleSoftService Delivery Director - PeopleSoft leads and manages the service delivery team for assigned accounts and is responsible and accountable for the end-to-end delivery of managed services for those accounts. The service delivery team will consist of PeopleSoft Functional, PeopleSoft Techno-functional, and PeopleSoft Developers. The Service Delivery Director will work closely with the Engagement Director and will jointly be responsible for customer satisfaction. This is a senior leadership role requiring regular interaction with the client's stakeholders, including functional and business leaders, to align service delivery with the client's strategic priorities.
Responsibilities: - Lead delivery of production support for a strategic account/s
- Lead the team that is responsible for resolving incidents, addressing service requests, and delivering other service items defined in the scope.
- Monitor the incident queue and oversee the prioritization and assignment of the incidents and service requests to the team members.
- Ensure the Service Level Agreement (SLA's) are met. Take proactive and corrective action to manage and ensure compliance with SLA's outlined in the Statement of Work (SOW)
- Ensure timely ticket updates and customer communication from the team.
- Proactively schedule maintenance tasks and maintain a calendar of maintenance activities for the customer including applying PUM updates, PeopleTools patches and CPU patches.
- Understand client's calendar of business events such as financial close etc. and provide additional oversight to support these events.
- Conduct status meetings with the customer at a cadence that has been agreed upon with the customer.
- Conduct quarterly business reviews (QBR) presentations with the customer.
- Handle customer escalations and provide additional oversight to escalations.
- Monitor the work demand and plan capacity to meet the workload requirements.
- Mentor team members and provide guidance as needed by the team.
- Serve as the senior point of contact for the client, regularly interacting with client stakeholders, including functional and business leaders, to align service delivery with business priorities and organizational goals.
- Partner with client functional and IT leadership to shape the strategic roadmap for application support, influencing decisions on upgrades, modernization, and continuous service improvement initiatives.
- Identify and pursue opportunities for account growth, including upsell and expansion of the managed services scope, in collaboration with sales and account leadership.
- Champion continuous improvement, automation, and AI-enabled support initiatives to improve service efficiency and quality.
- Provide governance and oversight across multiple accounts or workstreams as needed, ensuring consistent delivery standards, tools, and best practices.
Mandatory Requirements: - 20+ years of PeopleSoft experience
- 10+ years of experience of managing PeopleSoft production support engagements as a service delivery manager, including senior/lead-level ownership of strategic accounts
- Demonstrated experience engaging and influencing senior client stakeholders and functional business leaders, including at the executive/steering-committee level
- Proven track record of P&L / account financial management, contract negotiations, and account growth
- Strong people-leadership experience, including building, mentoring, and managing cross-functional technical teams
Success Measures: This role will be evaluated on the following measures:
- Ticket updates and customer communication
Nothing in this job description restricts management's right to assign or reassign duties and responsibilities of this job.
