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

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

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

Duration: 18-24 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

- Run production support on a 24x5 coverage model

- 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

- Hands-on Cloud ERP experience, Oracle Fusion preferred

- Proven track record against strict SLAs

- Strong executive communication skills

- Familiarity with IT Service Management (ITSM) tools such as ServiceNow or Jira

- US based and able to travel