Senior Service Delivery Manager

Buxton Consulting; United States; A distancia; USD 120.000 - 160.000; Jornada completa

Descripción de la vacante

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.

Formación

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

Responsabilidades

• 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

Conocimientos

ERP support

Service delivery

ITSM tools

Herramientas

ServiceNow

Jira

Descripción del empleo

Position: Service Delivery Manager, Cloud ERP Application Management Services (AMS)

Location: Remote, United States, 40 to 50% travel

Duration: 18-4 months

About the role:

Own production support for Cloud Enterprise Resource Planning (ERP) clients. This is a delivery role, not a project role, focused on the ticket queue, the service level agreement (SLA), and the client relationship.

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 Chief Information Officer (CIO) level
• Use AI tools to improve triage, resolution time, and reporting
• Travel to client sites 40 to 50% of the time

Qualifications

• 12+ years in ERP support, with 5+ years in service delivery or AMS management
• Proven track record against strict SLAs
• Familiarity with IT Service Management (ITSM) tools such as ServiceNow or Jira