Apps Associates

Compensation

Full 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.