[Hiring] Service Delivery Manager @ArcLight Consulting

Role Description

We are seeking a strategic-minded Service Delivery Manager to join our Customer Success team, delivering managed services to Oracle Cloud clients, and reporting to the Senior Manager of Customer Success. This is a senior-level, individual contributor role for a professional who thrives as a Trusted Advisor – someone who builds deep client relationships, drives measurable outcomes, and proactively uncovers opportunities to grow the value we deliver.

The ideal candidate operates with a strategic lens across their entire book of business: delivering results, strengthening relationships, and accelerating revenue, our three pillars of success this year. You will manage a portfolio of clients, partnering closely with internal delivery teams, advisory resources, and sales to ensure every customer realizes the full value of their investment.

Responsibilities

• Client Success & Delivery
  • 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 and manage ticket resolution quality, escalations, SLAs, and milestone targets
  • Support instance strategy, quarterly update impacts, and migration planning
  • Define and maintain project and support scope in partnership with delivery teams
• Strategic Advisory & Relationship Management
  • Act as a Trusted Advisor who connects client business priorities to our service offerings
  • Lead strategic planning sessions and executive business reviews with measurable follow-through
  • Build and maintain strong relationships with business administrators, sponsors, and SMEs
  • Proactively monitor client health and intervene early to prevent satisfaction risk
  • Translate client needs into actionable delivery plans and internal resource alignment
  • Escalate and advocate on behalf of clients with a bias toward resolution
• Revenue & Business Growth
  • Identify and surface upsell and cross-sell opportunities from within your client portfolio
  • Partner with Sales and Transformation (implementation delivery) teams on expansion cycles, and proposal
  • Participate in prospective client engagements and support sales cycle activities
  • Collaborate with Transformation on customer transitions and solution continuity
  • Collaborate with fellow SDMs on quarterly business initiatives and portfolio insights
  • Contribute to company-wide client health tracking and staffing alignment efforts

Qualifications

• Bachelor’s degree in Business, Computer Science, Human Resources, Accounting, or 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
• Oracle HCM and/or ERP Cloud experience strongly preferred
• Familiarity with HR business processes and enterprise application environments
• Strategic thinker who can translate business context into proactive service recommendations
• Proven ability to build trusted relationships with executive and senior-level stakeholders
• Exceptional communication, facilitation, and executive presentation skills
• Commercially minded—comfortable identifying and positioning growth opportunities
• Strong organizational skills with the ability to manage a high-volume, multi-client portfolio
• Self-directed and capable of managing competing priorities without close supervision
• Collaborative mindset with internal teams across delivery, transformation, and sales functions

Work Environment & Travel

• Remote-first position for U.S.- and Canada-based candidates
• Ability to travel up to 5% may be required

Compensation & Benefits

• Compensation will vary depending on a wide array of factors including, but not limited to, the specific office location, role, skill set and level of experience.
• United States: Base salary for this position ranges between USD $110,000 - $150,000
• Annual incentive compensation potential of up to 20%, paid in quarterly installments.
• What We Offer:
  • Competitive healthcare benefits
  • 401k retirement plan including employer match
  • Monthly reimbursement program to fuel your mind, body, and soul
  • Paid time off and company paid holidays
  • Paid parental leave
  • Family planning reimbursement program
  • Life insurance, short- and long-term disability coverage options
  • Employer Assistance Program
  • Learning and Development resources
  • Commitment to work-life balance and comprehensive onboarding and on-going personal and career development