Senior Oracle Cloud Service Delivery Manager

ArcLight Consulting

Canada

On-site

CAD 152,000 - 200,000

Full time

5 days ago

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Benefits offered by this job

Private healthcare benefits

Pension plan

Paid time off

Company paid holidays

Fertility benefits

Family planning reimbursement program

Life insurance

Disability coverage

Employer Assistance Program

Learning and Development resources

Job summary

ArcLight Consulting, an Addison Group Company, seeks a senior Service Delivery Manager to lead client success for Oracle Cloud solutions in a remote-first Canada/US role. You will drive strategic planning, manage multi-client delivery, and partner with delivery, transformation, and sales to maximize client value.

Responsibilities include onboarding, dashboards, budget governance, escalations, and proactive health monitoring.

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.

Responsibilities

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
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
Identify and surface upsell and cross‑sell opportunities from within your client portfolio
Partner with Sales and Transformation 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