AMS Service Delivery Manager

Overview

JOB DESCRIPTION

At Peloton, we don't just implement technology. We transform the way organizations work, compete, and grow. Recognized on the Inc. 5000 list of fastest-growing companies in the US, Peloton is one of the most respected and fastest-growing global Oracle consulting firms, delivering Advisory, Consulting, and Managed Services to leading organizations across many industries, including Retail, Financial Services, Manufacturing, Consumer Packaged Goods, and more.

Peloton Consulting Group has the vision and connected global capabilities to help organizations envision, implement, and realize the benefits of digital transformation. Our team has the best practices, knowledge, industry expertise, and know-how. We make digital transformation a reality by leveraging AI, Enterprise Performance Management (EPM), Enterprise Resource Planning (ERP), Supply Chain Management (SCM), Human Capital Management (HCM), Customer Experience (CX), Analytics, and Data Management for the cloud. Through connected capabilities, we bring people, processes, and technology together. We help organizations go further faster. That is the Peloton way!

What truly sets us apart is our people. We are team players. We are energetic and entrepreneurial. We are problem solvers and innovative thinkers who believe the best outcomes are built together. We believe in quality, appreciate creativity, recognize individual contributions, and place trust in every member of our team. If you bring strong business or technical expertise and want to do meaningful work alongside people who are equally passionate about getting it right, we think you'll feel right at home here.

Position Overview

Peloton is seeking a Service Delivery Manager (SDM) to lead Oracle Application Managed Services for a strategic client. This individual will be responsible for ensuring operational excellence, high-quality service delivery, client satisfaction, governance, financial oversight, and continuous improvement across Oracle Cloud environments. The SDM will serve as the primary point of contact for service delivery and will partner closely with client stakeholders, delivery teams, and executive leadership to ensure services are aligned with business objectives and evolving operational needs.

This is a highly client-facing role requiring strong leadership, communication, operational management, and strategic planning capabilities.

Location & Travel Requirements

This role requires regular onsite presence at a client location in Arkansas. Candidates must be willing and able to work onsite approximately 3–4 days per week as part of a hybrid delivery model. Travel flexibility is required based on client and business needs.

Key Responsibilities

Service Delivery & Operations

• Oversee end-to-end delivery of Oracle Application Managed Services, ensuring adherence to SLAs, KPIs, and quality standards
• Manage day-to-day support operations, including workload balancing, issue prioritization, and delivery performance
• Support clients across Oracle Cloud application portfolios including ERP, SCM, HCM, and EPM
• Ensure services are delivered in alignment with contractual obligations and industry best practices
• Own the service management maturity roadmap for each account, progressing delivery from reactive to proactive, predictive, and prescriptive support models
• Manage Oracle Cloud quarterly release cycles (e.g., 26C, 26D), including impact assessments, regression testing coordination, and feature adoption planning
  
  

Client Relationship Management

• Serve as the primary point of contact for clients regarding service delivery, escalations, governance, and operational planning
• Build and maintain trusted relationships with client stakeholders and executive sponsors
• Establish and facilitate tiered governance structures including:
• Weekly operational reviews
• Monthly service reviews
• Quarterly executive business reviews (QBRs) with CIOs, CFOs, and business sponsors
• Lead regular client meetings to review service performance, discuss risks, and identify improvement opportunities
  

Incident & Escalation Management

• Lead resolution of escalated incidents and critical service issues across functional and technical teams
• Ensure timely communication, root cause analysis, corrective actions, and preventative measures are implemented
• Drive operational accountability and continuous improvement through lessons learned and trend analysis
  
  

Performance Management & Reporting

• Define, monitor, and report on service delivery KPIs and operational metrics
• Prepare and present executive-level reporting to both clients and internal leadership
• Conduct monthly account financial reviews with internal leadership, reporting on budget variances, corrective actions, and proactive mitigation plans
• Monitor trends to identify risks, opportunities, and service optimization initiatives
  
  

Continuous Improvement & Strategy

• Develop and execute service delivery strategies focused on operational efficiency, automation, optimization, and customer satisfaction
• Own a formal Continuous Service Improvement (CSI) plan for each account with measurable quarterly outcomes
• Identify opportunities for process improvements, cost reduction, AI-enabled efficiencies, and service enhancements
• Drive adoption of ITIL-aligned service management best practices and operational standards
  
  

Resource & Workforce Management

• Own the resource pyramid, utilization strategy, and bench management approach for assigned accounts
• Optimize onshore, offshore, and nearshore delivery models to maximize service quality and efficiency
• Maintain a skills matrix, succession plan, and workforce forecast aligned with account growth and Oracle product roadmaps
• Drive certification and upskilling plans focused on Oracle Fusion applications, AI agents, automation capabilities, and ITIL frameworks
  
  

Contract Management

• Partner with internal and client stakeholders to support contract renewals, account growth, and service expansion opportunities
• Identify opportunities for additional managed services aligned to client objectives
• Support proposal development, solutioning, and scope definition for new and existing engagements
  
  

Transition & Program Coordination

• Collaborate with project and implementation teams to ensure successful transition from deployment to managed support
• Ensure new enhancements, releases, and services are effectively operationalized into support environments
  
  

Team Leadership & Development

• Mentor, coach, and support service delivery and support team members
• Foster a high-performing, collaborative, and client-focused team culture
• Support workforce planning, career development, and organizational capability growth
  
  

Governance & Compliance

• Ensure compliance with internal policies, security standards, and service management frameworks
• Promote adherence to ITIL and other operational best practices across service delivery teams
  
  

Required Qualifications & Experience

• Bachelor’s degree in Business, Information Technology, or related field
• Proven experience as a Service Delivery Manager, Program Manager, or similar leadership role within Managed Services or IT support environments
• Strong experience managing Oracle Cloud application portfolios including ERP, SCM, HCM, and/or EPM
• Demonstrated success managing enterprise client relationships and executive stakeholder communications
• Experience managing service delivery financials, budgets, resource planning, and operational governance
• Ability to lead executive status meetings, manage escalations, and drive operational accountability
• Strong analytical, problem-solving, organizational, and critical-thinking skills
• Excellent written and verbal communication skills
• Ability to manage multiple priorities in a fast-paced, client-facing environment
• Experience working in hybrid and onsite client delivery models
• Must be willing and able to work onsite at a client location in Arkansas 3–4 days per week
• Alignment with Peloton values: Amplify Ideas, Can-Do Attitude, Teamwork, Integrity, Own Your Voice, and Next-Level Service
• Strong written and verbal communication skills
  
  

Preferred Qualifications

• Familiarity with ITIL (Information Technology Infrastructure Library) or similar service management frameworks
• Experience with service management tools (e.g., ticketing systems, reporting dashboards)
• Industry experience in consulting or managed services organizations
• Experience supporting global delivery models (onshore/offshore coordination)
• Experience managing Oracle Cloud quarterly release management processes
• Familiarity with AI-enabled support operations, automation, and continuous improvement frameworks
  
  

Compensation

Peloton provides a reasonable range of compensation for roles. Actual compensation is influenced by a variety of factors including but not limited to skills, experience, qualifications, business needs, and geographic location. Peloton also offers bonus opportunities and a comprehensive benefits package including:

• Medical, dental, and vision insurance
• 401K with supporting company match
• Flexible Spending Program
• Technical and business skills training
• Performance-based bonus
• Paid holidays and PTO
  
  

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.