Senior Oracle Cloud Service Delivery Manager

ArcLight Consulting; Poland; Remote; PLN 417,140 - 568,828; Full time

Benefits offered by this job

Healthcare benefits

401k with employer match

Paid time off and holidays

Parental leave

Learning & Development resources

Job summary

ArcLight Consulting, an Addison Group Company, seeks a strategic Service Delivery Manager to join our Customer Success team, delivering managed services to Oracle Cloud clients. You’ll be a trusted advisor, building executive relationships and driving measurable outcomes across a multi-client portfolio.

In this remote-first role (US/Canada), you’ll partner with delivery, transformation and sales teams, identify growth opportunities, manage SLAs, and translate client needs into proactive delivery

Qualifications

• 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
• 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
• 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 thinker

Executive communication

Relationship management

Stakeholder management

Growth opportunities

Collaboration

Time management

Presentation skills

Commercial mindset

Organizational skills

Self-directed

Cross-functional teamwork

Education

Bachelor’s degree in Business, Computer Science, HR, Accounting

Job description

ArcLight Consulting, an Addison Group Company, seeks a strategic Service Delivery Manager to join our Customer Success team, delivering managed services to Oracle Cloud clients. You’ll be a trusted advisor, building executive relationships and driving measurable outcomes across a multi-client portfolio.

In this remote-first role (US/Canada), you’ll partner with delivery, transformation and sales teams, identify growth opportunities, manage SLAs, and translate client needs into proactive delivery