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 easy: "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.ResponsibilitiesClient Success & DeliveryServe as the primary point of accountability for service delivery across a multi‐client portfolioFacilitate new client onboarding, knowledge transfer, and ongoing support model definitionManage customer dashboards, budget models, and executive‐facing communicationsMonitor and manage ticket resolution quality, escalations, SLAs,



and milestone targetsSupport instance strategy, quarterly update impacts, and migration planningDefine and maintain project and support scope in partnership with delivery teamsStrategic Advisory & Relationship ManagementAct as a Trusted Advisor who connects client business priorities to our service offeringsLead strategic planning sessions and executive business reviews with measurable follow‐throughBuild and maintain strong relationships with business administrators, sponsors, and SMEsProactively monitor client health and intervene early to prevent satisfaction riskTranslate client needs into actionable delivery plans and internal resource alignmentEscalate and advocate on behalf of clients with a bias toward resolutionRevenue & Business GrowthIdentify and surface upsell and cross‐sell opportunities from within your client portfolioPartner with Sales and Transformation (implementation delivery) teams on expansion cycles, and proposalParticipate in prospective client engagements and support sales cycle activitiesCollaborate with Transformation on customer transitions and solution continuityCollaborate with fellow SDMs on quarterly business initiatives and portfolio insightsContribute to company‐wide client health tracking and staffing alignment effortsQualificationsBachelor'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 environmentDemonstrated experience managing complex,



multi‐stakeholder client relationships at a strategic levelOracle HCM and/or ERP Cloud experience strongly preferredFamiliarity with HR business processes and enterprise application environmentsStrategic thinker who can translate business context into proactive service recommendationsProven ability to build trusted relationships with executive and senior‐level stakeholdersExceptional communication, facilitation, and executive presentation skillsCommercially minded—comfortable identifying and positioning growth opportunitiesStrong organizational skills with the ability to manage a high‐volume, multi‐client portfolioSelf‐directed and capable of managing competing priorities without close supervisionCollaborative mindset with internal teams across delivery, transformation, and sales functionsWork Environment & TravelRemote‐first position for U.S.- and Canada‐based candidatesAbility to travel up to 5% may be requiredCompensation & BenefitsCompensation 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 - $200,000Annual incentive compensation potential of up to 20%, paid in quarterly installments.What We OfferFor candidates based in CanadaCompetitive private healthcare benefitsPension planMonthly reimbursement program to fuel your mind, body, and soulPaid time off and company paid holidaysFertility benefitsFamily planning reimbursement programLife insurance, short- and long‐term disability coverage optionsEmployer Assistance ProgramLearning and Development resourcesCommitment to work‐life balance and comprehensive onboarding and on‐going personal and career developmentAccommodations are available upon request throughout the recruitment process.Applicants must be legally authorized to work in the United States or Canada and be able to provide proof of employment eligibility upon hire. At this time, we are unable to provide or assume sponsorship for employment authorization.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.

📌 Service Delivery Manager (Ottawa)
🏢 ArcLight Consulting
📍 Ottawa