Remote Service Delivery Manager

ArcLight Consulting, an Addison Group Company, is dedicated to ensuring that Cloud Solutions clients are successful with their investment. For over 15 years, ArcLight experts have provided guidance and direction to ensure our clients’ success. Our mission statement is simple: “Always make the right decision for the Customer.” Our people make this mission a reality – powered by their diverse backgrounds and experiences. As we continue to grow, we are looking for individuals who share our passion for transformation and change, and who are ready to help drive meaningful impact for clients through Oracle technology.

Our Cloud Solutions practice delivers transformative initiatives, aligning with complex, large-scale projects, and sustains that value through ongoing managed services. You can be part of a team that defines the solution landscape and structures projects to enable flexibility, minimize risks, and maximize gain long after go-live.

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 eq