Service Delivery Manager Cloud Managed Services
Washington, D.C
Fulltime
Job Summary
We are looking for an experienced Service Delivery Manager (SDM) to manage enterprise client relationships, service delivery, SLAs, and complex projects within Oracle/ERP environments, including Oracle EBS, Oracle Fusion, and NetSuite. The role requires strong leadership, project management, stakeholder management, and service improvement skills.
Key Responsibilities
Manage end-to-end service delivery, SLAs, customer satisfaction, and operational excellence.
Act as the primary liaison between clients, technical teams, and senior stakeholders.
Lead complex projects, including migrations, upgrades, modernization, and transformation initiatives.
Conduct regular client reviews and provide clear status, SLA, and performance reporting.
Manage incidents, escalations, risks, issues, and continuous improvement initiatives.
Lead and mentor onsite/offshore and multicultural teams.
Manage vendors, contracts, project scope, resources, budgets, and delivery timelines.
Identify opportunities to improve service quality, efficiency, and customer experience.
Support SOW preparation, financial management, and business growth initiatives.
Required Skills & Experience
15+ years of overall industry experience, with 10+ years in service delivery/team management.
Strong experience in ITIL, SLA management, project delivery, and customer relationship management.
Strong understanding of Oracle/ERP environments.
Excellent leadership, communication, negotiation, and stakeholder management skills.
Experience managing multiple projects, enterprise accounts, and global/distributed teams.
Strong skills in project planning, risk management, financial management, and escalation handling.
Education & Preferred Qualifications
Bachelor s degree in Computer Science, Engineering, IT, or equivalent.
PMP, PRINCE2, or ITIL certification is preferred.
Experience with cloud-based enterprise applications and ERP ecosystems is an advantage.