[Hiring] Service Delivery Director @ERPA

Role Description

Service Delivery Director – PeopleSoft leads and manages the service delivery team for assigned accounts and is responsible and accountable for the end-to-end delivery of managed services for those accounts. The service delivery team will consist of PeopleSoft Functional, PeopleSoft Techno-functional, and PeopleSoft Developers. The Service Delivery Director will work closely with the Engagement Director and will jointly be responsible for customer satisfaction. This is a senior leadership role requiring regular interaction with the client's stakeholders, including functional and business leaders, to align service delivery with the client's strategic priorities.

• Lead delivery of production support for a strategic account/s
• Lead the team that is responsible for resolving incidents, addressing service requests, and delivering other service items defined in the scope.
• Monitor the incident queue and oversee the prioritization and assignment of the incidents and service requests to the team members.
• Ensure the Service Level Agreement (SLA’s) are met. Take proactive and corrective action to manage and ensure compliance with SLA’s outlined in the Statement of Work (SOW).
• Ensure timely ticket updates and customer communication from the team.
• Proactively schedule maintenance tasks and maintain a calendar of maintenance activities for the customer including applying PUM updates, PeopleTools patches and CPU patches.
• Understand client’s calendar of business events such as financial close etc. and provide additional oversight to support these events.
• Conduct status meetings with the customer at a cadence that has been agreed upon with the customer.
• Conduct quarterly business reviews (QBR) presentations with the customer.
• Handle customer escalations and provide additional oversight to escalations.
• Monitor the work demand and plan capacity to meet the workload requirements.
• Mentor team members and provide guidance as needed by the team.
• Serve as the senior point of contact for the client, regularly interacting with client stakeholders, including functional and business leaders, to align service delivery with business priorities and organizational goals.
• Partner with client functional and IT leadership to shape the strategic roadmap for application support, influencing decisions on upgrades, modernization, and continuous service improvement initiatives.
• Identify and pursue opportunities for account growth, including upsell and expansion of the managed services scope, in collaboration with sales and account leadership.
• Champion continuous improvement, automation, and AI-enabled support initiatives to improve service efficiency and quality.
• Provide governance and oversight across multiple accounts or workstreams as needed, ensuring consistent delivery standards, tools, and best practices.

Qualifications

• 20+ years of PeopleSoft experience
• 10+ years of experience of managing PeopleSoft production support engagements as a service delivery manager, including senior/lead-level ownership of strategic accounts
• Demonstrated experience engaging and influencing senior client stakeholders and functional business leaders, including at the executive/steering-committee level
• Proven track record of P&L / account financial management, contract negotiations, and account growth
• Strong people-leadership experience, including building, mentoring, and managing cross-functional technical teams

Success Measures

• SLA Compliance
• Ticket updates and customer communication
• Customer satisfaction
• Gross Margin target

Company Description

ERPA is an equal opportunity employer, as well as a substance and tobacco free workplace. All offers of employment are contingent on successfully passing the pre-employment drug screen and background investigation which may include reference checks, criminal background investigation, and when applicable licensing verification.

Applicants must be legally authorized to work in the United States on a full-time basis. We will not consider any applicants that require sponsorship for employment visa status either now or in the future.

Notice: We use E-Verify to confirm the identity and employment eligibility of all new hires.