Service Delivery Manager

ArcLight Consulting, an Addison Group Company, is dedicated to ensuring that Cloud Solutions clients are successful with their investment. For over 15 years, ArcLight experts have provided guidance and direction to ensure our clients’ success. Our mission statement is simple: “Always make the right decision for the Customer.” Our people make this mission a reality – powered by their diverse backgrounds and experiences. As we continue to grow, we are looking for individuals who share our passion for transformation and change, and who are ready to help drive meaningful impact for clients through Oracle technology.

Our Cloud Solutions practice delivers transformative initiatives, aligning with complex, large-scale projects, and sustains that value through ongoing managed services. You can be part of a team that defines the solution landscape and structures projects to enable flexibility, minimize risks, and maximize gain long after go-live.

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.

Responsibilities

Client 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

Oracle HCM and/or ERP Cloud experience required

Demonstrated experience managing complex, multi-stakeholder client relationships at a strategic level

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

This position requires periodic travel to the United States for business meetings, client consultations, and other temporary business activities. Candidates must be legally eligible to travel to the United States for these required business purposes. At this time, the Company is unable to provide sponsorship for U.S. work visas, including TN or L-1 status, where such sponsorship is required.

Compensation & Benefits

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.

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.

What We Offer:

For candidates based in Canada

Competitive private healthcare benefits

Pension plan

Monthly reimbursement program to fuel your mind, body, and soul

Paid time off and company paid holidays

Fertility benefits

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.

Applicants must be legally authorized to work in the United States or Canada and be able to provide proof of employment eligibility upon hire. At this time, we are unable to provide or assume sponsorship for employment authorization.

ArcLight Consulting, an Addison Group Company, is an Equal Opportunity Employer. We respect and seek to empower each individual and support the diverse cultures, perspectives, skills, and experiences within our workforce.