Service Delivery Manager

ArcLight Consulting; Canada; On-site; CAD 152,000 - 200,000; Full time

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

Skills

Strategic thinking

Executive communication

Relationship management

Client success

Commercial mindset

Multi-stakeholder

Portfolio management

Travel readiness

Education

Bachelor’s degree

Tools

Oracle HCM

ERP Cloud

Job description

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


• 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 & 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.