Service Delivery Manager

Recognized on the Inc. 5000 fastest growing companies in the US, Peloton is one of the largest and fastest growing professional services firms specializing in Integrated Cloud Solutions for Enterprise Resource Planning, Enterprise Performance Management, Supply Chain Management, Human Capital Management and Big Data and Analytics. Peloton has the vision and connected capabilities to help CFOs, CIOs and business leaders to envision, implement and realize the benefits of digital transformation. Companies that are equipped with the right information, have the know-how, and the enabling technology to consistently leverage analytics will gain a competitive advantage. Our people are recognized as some of the best minds and most committed people in the industry. We believe in quality. We appreciate creativity. We recognize individual contributions, and we place trust in our team members. And…we love what we do.

Peloton provides Advisory, Consulting, and Managed services with deep functional and technical expertise specializing in serving clients in the Retail, Manufacturing, Life Sciences, High Tech, Professional Services, and Financial Services industries. Our business and technology professionals provide a unique perspective, proven experience, with an innovative and collaborative approach to achieve results for clients. Our business and technology professionals provide a unique perspective, proven experience, with an innovative and collaborative approach to achieve results for clients.

If you are interested in being a part of our high performing and growing organization – and have strong business and/or technical expertise; especially as related to Oracle Cloud Applications, you may be a good fit for our team. Peloton has a unique opportunity for an experienced Service Delivery Manager to play a hands-on role as part of our Application Managed Services team.

As an Application Managed Services SDM you will be responsible for:

• Oversee the delivery of Oracle support to clients, ensuring they meet agreed-upon service levels (SLAs) and quality standards.

Manage day-to-day operations of the support delivery team, including monitoring performance.

• Manage clients with diverse portfolios of Oracle products.

• Build and maintain strong relationships with clients, acting as the primary point of contact for service-related issues, escalations and internal coordination.

• Develop and implement service delivery strategies, focusing on continuous improvement and client satisfaction.

• Lead the resolution of escalated service incidents and issues, coordinating with technical teams to ensure timely resolution.

• Ensure that all services are delivered in accordance with contractual agreements and industry best practices.

• Collaborate with clients and internal teams to facilitate contract renewals, ensuring continued service alignment with client needs, identifying opportunities for contract expansion, and ensuring that services provided align with evolving business goals.

• Track and report on key performance indicators (KPIs), preparing regular performance reports for clients and internal stakeholders.

• Drive service improvement initiatives and identify opportunities for cost reduction or service optimization.

• Work closely with project managers to ensure smooth transitions for new projects, services and enhancements.

• Ensure compliance with internal policies, standards, and security protocols in service delivery.

• Assist in the development of proposals and service contracts for prospective clients.

• Mentor and support the service support team, providing coaching and development opportunities.

• Participate in client meetings, to assess service performance and plan improvements.

Required Experience & Skills:

· Bachelor's degree in business management, Information Technology, or related field.

· Proven experience as a Service Delivery Manager, Program Manager or in a similar Business Support services management role.

· Industry experience is nice to have.

· Excellent communication and interpersonal skills.

· Strong problem-solving skills and ability to manage complex service delivery issues.

· Experience in managing client relationships and customer satisfaction.

· Experience managing clients with diverse Oracle cloud product portfolios.

· Experience in tracking and managing budget, resources, and planning activities to drive an elevated strategic client experience.

· Ability to conduct regular status meetings, provide updates, and serve as the primary point of scalations.

· Familiarity with service management tools and software.

· Ability to work under pressure and manage multiple priorities.

· Excellent analytical and critical thinking skills.

· Knowledge of ITIL (Information Technology Infrastructure Library) and other service management frameworks is nice to have.

· Proven ability to work remotely and independently in support of clients and team members.

· Fit with Peloton culture and company values: teamwork, innovation, integrity, service, "can-do" attitude, and speaking your ideas.

· Strong written and verbal communication skills in English, Portuguese & Spanish.

Peloton Group is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.