Strategic Service Delivery Lead – Oracle Cloud

ArcLight Consulting; United States; On-site; USD 110,000 - 150,000; Full time

Benefits offered by this job

Competitive healthcare benefits

401k with employer match

Learning and Development resources

Comprehensive onboarding and ongoing L

Job summary

ArcLight Consulting, an Addison Group Company, seeks a strategic Service Delivery Manager to join our Customer Success team in delivering managed services to Oracle Cloud clients. You will report to the Senior Manager of Customer Success and drive trusted advisory relationships, ensuring outcomes and growth across a multi-client portfolio.

The role emphasizes delivering results, strengthening client partnerships, and accelerating revenue while collaborating with internal delivery, advisory, and

Qualifications

• Bachelor’s degree in Business, Computer Science, Human Resources, Accounting, or related field (or equivalent experience).
• 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 thinking

Executive communication

Relationship management

Portfolio management

Cross-functional collaboration

Education

Bachelor’s degree in Business/CS/HR/Accounting

Tools

Oracle HCM

Oracle ERP Cloud

Job description

ArcLight Consulting, an Addison Group Company, seeks a strategic Service Delivery Manager to join our Customer Success team in delivering managed services to Oracle Cloud clients. You will report to the Senior Manager of Customer Success and drive trusted advisory relationships, ensuring outcomes and growth across a multi-client portfolio.

The role emphasizes delivering results, strengthening client partnerships, and accelerating revenue while collaborating with internal delivery, advisory, and