Service Delivery Manager

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

We are looking for a proactive and experienced Service Delivery Manager (SDM) to join our team, responsible for managing the delivery of high-quality services to our clients within the US CST/PST time zones. The SDM will ensure client satisfaction, meet service level agreements (SLAs), and lead the service delivery team to success. This is a client-facing, operational leadership role that requires a blend of strategic thinking, operational management, and excellent communication skills.

Key Responsibilities:

• Service Delivery Management:
  • Oversee the end-to-end delivery of services to clients located in the US CST/PST time zones, ensuring adherence to SLAs and KPIs.
  • Ensure services are delivered on time, within scope, and within budget, while consistently meeting client expectations.
  • Manage client communications during US working hours, responding to service issues, inquiries, and escalation requests promptly.
  • Develop and optimize service delivery processes, methodologies, and best practices to enhance service quality and operational efficiency.
• Team Leadership and Development:
  • Lead, mentor, and support a team of service delivery professionals, ensuring they are well-equipped to meet client needs and achieve operational goals.
  • Foster a culture of continuous improvement and high performance within the service delivery team.
  • Provide coaching and feedback to team members, conducting regular performance evaluations and helping with career development.
• Client Relationship Management:
  • Act as the primary point of contact for clients in the US CST/PST time zones, building and maintaining strong relationships.
  • Ensure client concerns are handled effectively and solutions are delivered promptly.
  • Conduct regular service reviews and strategic meetings with clients to ensure alignment with service goals and identify areas for improvement.
  • Drive client satisfaction by ensuring smooth communication, meeting SLA’s, timely issue resolution, and continuous improvement.
• Incident and Problem Management:
  • Oversee the management and resolution of service issues and incidents, ensuring that service disruptions are minimized and effectively managed during US business hours.
  • Work with internal teams to ensure root cause analysis is conducted on recurring issues and corrective actions are implemented.
  • Manage escalations to ensure timely resolution of high-priority or critical service incidents.
• Service Reporting and Performance Metrics:
  • Track and report on service delivery performance, including SLAs, KPIs, and other client-specific metrics.
  • Provide regular updates and performance reports to both internal leadership and clients.
  • Analyze service performance data to identify trends, performance gaps, and areas for improvement.
• Continuous Improvement:
  • Identify opportunities to enhance service delivery processes and customer satisfaction.
  • Implement improvements and track their impact, ensuring measurable success.
  • Stay informed of industry’s best practices and new technologies to continuously enhance service offerings.
• Operational Planning and Resource Management:
  • Manage the allocation of resources to ensure service delivery goals are met efficiently and effectively within the US time zone.
  • Monitor team workload, staffing, and capacity, ensuring that resources are optimized to meet service demands.
• Budget Management:
  • Work within established budgets and financial constraints, while ensuring high-quality service delivery.
  • Assist in budgeting and resource planning to meet service delivery goals effectively.

Qualifications:

• Bachelor’s degree in Business, IT, or a related field (or equivalent experience).
• Years of experience in service delivery, project management, or related roles within the Oracle ERP/Fusion ecosystem.
• Strong knowledge of service delivery frameworks such as ITIL, Agile, or similar methodologies.
• Proven experience managing teams and client relationships, preferably in a service management environment.
• Strong understanding of SLAs, KPIs, and service performance metrics.
• Excellent written and verbal communication skills, with the ability to interact effectively with clients, team members, and senior management.
• Strong problem-solving skills, capable of managing complex service delivery challenges.
• Ability to handle multiple priorities in a fast-paced environment.
• Familiar with tools such as ServiceNow and middleware integration platforms including Oracle Integration Cloud (OIC), Boomi, and MuleSoft.

Preferred Skills:

• Certification in ITIL or other relevant service management frameworks.
• Experience with cloud services, enterprise-level software, or industry-specific tools is an advantage.

Work Environment:

• Ability to manage client interactions and service delivery in line with the US CST/PST time zone working hours.
• This position is remote-based.