Service Delivery Manager

Company Description

Please note that this is a remote position.

Do you want to experience the essence of a large organization in a company with a personal touch? Come and work with us! We are looking for creative, innovative, and collaborative people like you to join our team.

Take your ambitions to the next level

As a service delivery manager (SDM), you will focus on keeping clients satisfied with our services through monitoring their support requests in our ticketing system (Jira), tracking service metrics, making sure the managed services team is resolving client requests and issues in a timely manner, and tracking against budgets. This role closely resembles that of a project manager in a consulting environment, but is tailored for a managed services setting.

You will collaborate with clients who are already using Oracle products, providing them with post go live support services in ERP, SCM, HCM and EPM pillars along with enhancements, footprint expansions and other mini project-based work.

• Manage and coordinate working groups involved in the client’s projects;
• Ensure accountability for the successful delivery of support services, leading to new opportunities with existing clients;
• Serve as the primary point of escalation for any project-related issues or challenges;
• Focus on building strong relationships with client leadership, positioning us as a trusted advisor;
• Monitor the progress of support tickets and performance metrics, ensuring deliverables align with the statement of work;
• Collaborate with team managers to lead motivated and successful teams focused on common goals;
• Drive the onboarding process for new clients and facilitate knowledge transitions;
• Work with team leads to triage priority issues, directing them to appropriate staff members;
• Host status calls with clients;
• Review weekly spending reports to ensure tracking against client budgets;
• Manage enhancements, mini-projects, releases and any other services provided to clients;
• Approve timesheets and expense reports;
• Validate client billing by verifying hours billed and invoices sent;
• Upsell services to clients when appropriate;
• Review ticket history to identify trends, such as training needs, enhancement opportunities and problem areas;
• Collaborate with sales, business development and managed services leadership to provide status updates on clients.
  
  

When it just clicks!

Does this sound like you?

• Bachelor’s degree or higher;
• Minimum of 5 years of experience in managing Oracle Applications implementation projects or supporting engagements in a project manager or service delivery manager role;
• Experience in a flexible, innovative and fast-paced work environment;
• Proficiency in Microsoft Office Suite such as Excel, Word, Outlook and PowerPoint;
• Ability to multitask and work independently;
• Excellent communication skills, both written and spoken, with the ability to engage with senior and executive-level management, and influence outcomes.
  
  

Assets

• Experience with Jira Service Desk (or any other ticketing system - Freshdesk, ServiceNow, etc.).
  
  

Language Skills

• English: Proficient
  
  

Our authenticity is our strength

The diversity of our backgrounds, experiences, thoughts and insights is our competitive advantage. We foster a collaborative environment rooted in our core values of respect, well-being, passion, trust, integrity and creativity. For us, diversity, equity and inclusion aren’t just buzzwords; they’re essential drivers of innovation and excellence, and powerful catalysts for inspiration and evolutionary ideas. The empowerment of our people is fundamental to being the trusted advisor to our clients. Join us in embracing our authenticity and in leveraging our unique perspectives to collectively build the future we all envision.

An inclusive path to success

Fostering an environment where you can thrive starts with ensuring an accessible recruitment process. If you require any accommodations, we welcome you to contact us. For more information, please visit our accessibility page at www.alithya.com/en/accessibility .