Remote Service Delivery Manager - US Time Zones

Apps Associates; Acton (MA); Remote; USD 120,000 - 160,000; Full time

Job summary

Apps Associates is seeking a proactive Service Delivery Manager (SDM) to guide the delivery of high-quality services to US clients in CST/PST time zones. The SDM will lead a delivery team, manage SLAs, and ensure client satisfaction through strategic oversight and hands-on coaching.

You will coordinate incidents, performance metrics, and continuous improvements while collaborating with cross-functional teams to meet scope, budget, and deadlines.

Qualifications

• Bachelor's degree in Business, IT, or related field, or equivalent experience.
• 5+ years in service delivery, project management, or related roles within Oracle ERP/Fusion ecosystem (per preferences).
• Strong knowledge of ITIL, Agile, or similar frameworks.
• Proven experience managing teams and client relationships in service management.
• Solid understanding of SLAs, KPIs, and service performance metrics.
• Excellent written and verbal communication with clients and leadership.
• Strong problem-solving abilities and ability to handle multiple priorities.
• Familiar with ServiceNow and middleware platforms (OIC, Boomi, MuleSoft).

Responsibilities

• Oversee end-to-end service delivery to clients in US CST/PST time zones, ensuring SLAs and KPIs are met.
• Lead, mentor, and develop a high-performing service delivery team.
• Act as primary client contact in US time zones, maintaining strong relationships and regular reviews.
• Manage incidents, escalations, and root cause analyses to minimize disruptions.
• Track, report, and analyze service performance data for continuous improvement.
• Develop and optimize service delivery processes and best practices.
• Plan resources and budgets to meet delivery goals within US hours.

Skills

Leadership

Client management

ITIL/Agile knowledge

Communication

Problem solving

Time management

Multi-tasking

Education

Bachelor's degree in Business/IT

Tools

ServiceNow

Oracle Integration Cloud (OIC)

Boomi

MuleSoft

Job description

Apps Associates is seeking a proactive Service Delivery Manager (SDM) to guide the delivery of high-quality services to US clients in CST/PST time zones. The SDM will lead a delivery team, manage SLAs, and ensure client satisfaction through strategic oversight and hands-on coaching.

You will coordinate incidents, performance metrics, and continuous improvements while collaborating with cross-functional teams to meet scope, budget, and deadlines.