Service Delivery Manager

Service Delivery Manager

Req number:

R8756

Employment type:

Full time

Worksite flexibility:

Onsite

Who we are

CAI is a global services firm with over 9,000 associates worldwide and a yearly revenue of $1.3 billion+. We have over 40 years of excellence in uniting talent and technology to power the possible for our clients, colleagues, and communities. As a privately held company, we have the freedom and focus to do what is right-whatever it takes. Our tailor-made solutions create lasting results across the public and commercial sectors, and we are trailblazers in bringing neurodiversity to the enterprise.

Job Summary

The Service Delivery Manager will be responsible for providing vision, coaching, and mentoring to the team members and managing the client engagement. This position will be onsite in Atlanta, GA.

Job Description

We are seeking a highly skilled and experienced Service Delivery Manager to join our IT team. This position will be full-time, onsite, and is a salaried position. This is an onsite position requiring onsite presence in Atlanta, GA.

What You'll Do

• Manage the performance and delivery of IT services to ensure contractual obligations and service level agreements (SLAs) are consistently met
• Oversee the day-to-day operations of Service Delivery teams supporting enterprise applications, with a primary focus on Oracle E-Business Suite (EBS)
• Build and maintain strong relationships with clients, providing regular service reviews, status updates, and performance reporting
• Lead process improvement initiatives to enhance efficiency, productivity, and service quality
• Define, implement, and monitor KPIs, metrics, and operational processes to drive continuous improvement
• Manage customer and vendor relationships, including contract oversight and service performance management
• Ensure service delivery processes, methodologies, and governance standards are followed
• Prepare and present operational, performance, and management reports to stakeholders
• Facilitate issue resolution, escalation management, risk mitigation, and service improvement activities
• Partner with Procurement, Finance, Technical Services, Consulting, Sales, and Legal teams to ensure successful service delivery
• Ensure services are delivered profitably, efficiently, and in alignment with business objectives and customer expectations

What You'll Need

Required:

• 10+ years of experience in IT Service Delivery, IT Operations, Service Management, or a related leadership role
• Strong Oracle E-Business Suite (EBS) experience is required
• Proven experience managing enterprise-scale service delivery teams and client-facing operations
• Experience managing and reporting against SLAs, KPIs, and operational performance metrics
• Strong background in vendor management, contract administration, and stakeholder engagement
• Experience driving process improvement and operational excellence initiatives
• Knowledge of IT service management best practices, including Incident, Problem, Change, and Service Level Management
• Excellent communication, leadership, and relationship-management skills
• Bachelor's degree in Information Technology, Business, or a related field (or equivalent experience)

Preferred:

• ITIL certification and/or PMP certification preferred
• Experience supporting public sector or government clients preferred
• Ability to work onsite in Atlanta, GA is strongly preferred

Physical Demands

• Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state, and local standards
• Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc.
• Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard, and monitor

Reasonable accommodation statement

If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to application.accommodations@cai.io or (888) 824 - 8111.

EEO Statement

It is the policy of Computer Aid, Inc.(CAI) not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or because he or she is a protected veteran. It is also the policy of CAI to take affirmative action to employ and to advance in employment, all persons regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment.

Employees and applicants of CAI will not be subject to harassment on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or because he or she is a protected veteran. Additionally, retaliation, including intimidation, threats, or coercion, because an employee or applicant has objected to discrimination, engaged or may engage in filing a complaint, assisted in a review, investigation, or hearing or have otherwise sought to obtain their legal rights under any Federal, State, or local EEO law is prohibited.

$110,000 - $120,000 per year

The pay range for this position is listed above. Exact compensation may vary based on several factors, including location, experience, and education. Benefit packages include medical, dental, and vision insurance, as well as 401k retirement account access. Employees in this role receive paid time off and may also be entitled to paid sick leave and/or other paid time off as provided by applicable law.