Remote Cloud ERP AMS Delivery Lead | SLA-Driven AI

Buxton Consulting; United States; Remote; USD 120,000 - 160,000; Full time

Job summary

Buxton Consulting is seeking a Service Delivery Manager for Cloud ERP AMS. This remote role covers the United States with 40-50% travel to client sites.

Responsibilities include managing a high-volume ERP support ticket queue, ensuring SLA adherence with 4-hour resolution on urgent tickets, and delivering performance reports to CIO-level client leadership. The role emphasizes leveraging AI tools to improve triage, resolution, and reporting, with 18-4 months duration.

Qualifications

• 12+ years in ERP support
• 5+ years in service delivery or AMS management
• Familiarity with ITSM tools such as ServiceNow or Jira

Responsibilities

• Manage a high volume ticket queue and keep it moving
• Meet the SLA, including 4 hour resolution on urgent and critical tickets
• Report service performance to client leadership up to CIO level
• Use AI tools to improve triage, resolution time, and reporting
• Travel to client sites 40 to 50% of the time

Skills

ERP support

Service delivery

ITSM tools

Tools

ServiceNow

Jira

Job description

Buxton Consulting is seeking a Service Delivery Manager for Cloud ERP AMS. This remote role covers the United States with 40-50% travel to client sites.

Responsibilities include managing a high-volume ERP support ticket queue, ensuring SLA adherence with 4-hour resolution on urgent tickets, and delivering performance reports to CIO-level client leadership. The role emphasizes leveraging AI tools to improve triage, resolution, and reporting, with 18-4 months duration.