Support 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.” 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. 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. 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 Proactively monitor client health and intervene early to prevent satisfaction risk 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 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 Strategic thinker who can translate business context into proactive service recommendations Proven ability to build trusted relationships with executive and senior‑level stakeholders 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.
Ability to travel up to 5% may be required 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. Canada: Base salary for this position ranges between CAD $152,000
- $200,000 Competitive private healthcare benefits Pension plan Paid time off and company paid holidays Life insurance, short
- and long‑term disability coverage options Commitment to work‑life balance and comprehensive onboarding and on‑going personal and career development Accommodations are available upon request throughout the recruitment process. ArcLight Consulting, an Addison Group Company, is an Equal Opportunity Employer. We respect and seek to empower each individual and support the diverse cultures, perspectives, skills, and experiences within our workforce. #