Service Delivery Manager - Oracle Cloud

About the role

ArcLight Consulting, an Addison Group Company, is looking for a strategic Service Delivery Manager to join its Customer Success team and deliver managed services to Oracle Cloud clients. Reporting to the Senior Manager of Customer Success, this is a senior individual contributor role focused on being a Trusted Advisor who builds deep client relationships, drives measurable outcomes and grows the value delivered. The position is remote-first for U.S. and Canada-based candidates, with up to 5% travel to the United States required.

Key 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 ticket resolution quality, escalations, SLAs and milestone targets
• Support instance strategy, quarterly updates and migration planning, and define project and support scope with delivery teams
• Act as a Trusted Advisor, leading strategic planning sessions and executive business reviews
• Build relationships with business administrators, sponsors and SMEs, and escalate on behalf of clients with a bias toward resolution
• Identify upsell and cross-sell opportunities and partner with Sales and Transformation teams on expansion cycles and proposals
• Take part in prospective client engagements, customer transitions and quarterly business initiatives

Required profile

• Bachelor's degree in Business, Computer Science, Human Resources, Accounting or a 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
• Experience building trusted relationships with executives and senior stakeholders
• Legal authorization to work in the United States or Canada; visa sponsorship is not available

Required skills

• Oracle HCM and/or ERP Cloud experience required
• Familiarity with HR business processes and enterprise application environments
• Excellent communication, facilitation and executive presentation skills
• Commercial awareness and strong organization to manage a high-volume, multi-client portfolio

What we offer

• Canada base salary of CAD 152,000 - 200,000, with up to 20% annual incentive paid in quarterly installments
• Private healthcare benefits, pension plan and paid time off and company-paid holidays
• Fertility benefits, family planning reimbursement, life insurance and disability coverage
• Employer assistance program, learning and development resources and accommodations upon request