AMS Service Delivery Manager

Overview:

At Peloton, we don't just implement technology. We transform the way organizations work, compete, and grow. Recognized on the Inc. 5000 list of fastest-growing companies in the US, Peloton is one of the most respected and fastest-growing global Oracle consulting firms, delivering Advisory, Consulting, and Managed Services to leading organizations across many industries, including Retail, Financial Services, Manufacturing, Consumer Packaged Goods, and more.

Peloton Consulting Group has the vision and connected global capabilities to help organizations envision, implement, and realize the benefits of digital transformation. Our team has the best practices, knowledge, industry expertise, and know-how. We make digital transformation a reality by leveraging AI, Enterprise Performance Management (EPM), Enterprise Resource Planning (ERP), Supply Chain Management (SCM), Human Capital Management (HCM), Customer Experience (CX), Analytics, and Data Management for the cloud. Through connected capabilities, we bring people, processes, and technology together. We help organizations go further faster. That is the Peloton way!

What truly sets us apart is our people. We are team players. We are energetic and entrepreneurial. We are problem solvers and innovative thinkers who believe the best outcomes are built together. We believe in quality, appreciate creativity, recognize individual contributions, and place trust in every member of our team. If you bring strong business or technical expertise and want to do meaningful work alongside people who are equally passionate about getting it right, we think you'll feel right at home here.

As a Service Delivery Manager (SDM), you will lead the delivery of Oracle Application Managed Services for a portfolio of clients, ensuring high-quality service, operational excellence, and strong client satisfaction. You will serve as the primary point of contact for service delivery, overseeing support operations, managing escalations, and driving continuous improvement across Oracle Cloud environments.

This role requires a balance of client relationship management, operational oversight, and strategic thinking to ensure services are delivered efficiently and aligned with evolving client business needs.

Key Responsibilities:

Service Delivery & Operations

• Oversee end-to-end delivery of Oracle Application Managed Services, ensuring adherence to SLAs and quality standards
• Manage day-to-day operations of the support delivery team, including performance monitoring and workload management
• Support clients with diverse portfolios of Oracle Cloud applications (e.g., HCM, ERP, SCM)
• Ensure services are delivered in alignment with contractual agreements and industry best practices

Client Relationship Management

• Serve as the primary point of contact for clients regarding service delivery, escalations, and performance
• Build and maintain strong, trusted relationships with key stakeholders
• Lead regular client meetings to review service performance, address concerns, and plan improvements

Incident & Escalation Management

• Lead resolution of escalated incidents and service issues, coordinating with functional and technical teams
• Ensure timely communication, root cause analysis, and preventative actions are implemented

Performance Management & Reporting

• Define, track, and report on key performance indicators (KPIs) and service metrics
• Prepare and present regular service performance reports to clients and internal stakeholders
• Monitor trends to identify risks, opportunities, and areas for improvement

Continuous Improvement & Strategy

• Develop and implement service delivery strategies focused on optimization, efficiency, and client satisfaction
• Identify opportunities for process improvements, cost reduction, and service enhancements
• Drive adoption of best practices and standard methodologies across service delivery

Commercial & Contract Management

• Partner with clients and internal teams to support contract renewals and service expansions
• Identify opportunities for additional services aligned to client needs and business goals
• Assist in proposal development and scoping for new and existing clients

Transition & Program Coordination

• Collaborate with project managers to ensure smooth transition from implementation to support
• Ensure new services, enhancements, and releases are successfully integrated into support operations

Team Leadership & Development

• Mentor, coach, and support service delivery and support team members
• Foster a high-performing, collaborative team environment
• Support resource planning and skill development initiatives

Governance & Compliance

• Ensure compliance with internal policies, security standards, and service management frameworks
• Promote adherence to ITIL or similar service management best practices

Required Qualifications & Experience:

• Bachelor’s degree in Business, Information Technology, or related field
• Proven experience as a Service Delivery Manager, Program Manager, or similar role in managed services or IT support environments
• Experience managing clients with Oracle Cloud application portfolios (HCM, ERP, SCM)
• Strong experience in client relationship management and customer satisfaction
• Experience managing budgets, resources, and service delivery planning
• Ability to lead status meetings, provide executive updates, and manage escalations effectively
• Strong problem-solving, analytical, and critical thinking skills
• Excellent written and verbal communication skills
• Ability to manage multiple priorities in a fast-paced environment

• Experience working remotely and independently in client-facing roles

• Alignment with Peloton values: Amplify Ideas, Can-Do Attitude, Teamwork, Integrity, Own Your Voice, and Next-Level Service
• Strong written and verbal communication skills in English, Portuguese & Spanish.

Preferred Qualifications:

• Familiarity with ITIL (Information Technology Infrastructure Library) or similar service management frameworks
• Experience with service management tools (e.g., ticketing systems, reporting dashboards)
• Industry experience in consulting or managed services organizations
• Experience supporting global delivery models (onshore/offshore coordination)

Compensation:

Peloton provides a reasonable range of compensation for roles. Actual compensation is influenced by a variety of factors including but not limited to skills, experience, qualifications, business needs, and geographic location. A reasonable estimate of the current range is $150,000 to $190,000 (Base Compensation). Peloton also offers bonus opportunities and a comprehensive benefits package including:

• Medical, dental, and vision insurance
• 401K with supporting company match
• Flexible Spending Program
• Technical and business skills training
• Performance-based bonus

• Paid holidays and PTO

Peloton Group is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

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