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.
ResponsibilitiesClient Success & Delivery- 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
Strategic Advisory & Relationship Management- 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
Revenue & Business Growth- 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
Qualifications- 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
- Collaborative mindset with internal teams across delivery, transformation, and sales functions
Work Environment & Travel- Remote-first position for U.S.- and Canada-based candidates
- Ability to travel up to 5% may be required
Compensation & BenefitsCompensation 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
- Annual incentive compensation potential of up to 20%, paid in quarterly installments.
What We Offer:For candidates based in the United States
- Competitive healthcare benefits
- 401k retirement plan including employer match
- Monthly reimbursement program to fuel your mind, body, and soul
- Paid time off and company paid holidays
- Paid parental leave
- Family planning reimbursement program
- Life insurance, short- and long-term disability coverage options
- Employer Assistance Program
- Learning and Development resources
- Commitment to work-life balance and comprehensive onboarding and on-going personal and career development
Accommodations are available upon request throughout the recruitment process.
