Service Delivery Manager – PeopleSoft

It's fun to work in a company where people truly BELIEVE in what they're doing!

We're committed to bringing passion and customer focus to the business.

Service Delivery Manager – PeopleSoft leads and manages the service delivery team for assigned accounts and is responsible and accountable for the end-to-end delivery of managed services for those accounts. The service delivery team will consist of PeopleSoft functional analysts, techno-functional Analysts and Developer. The Service Delivery Manager will work closely with the Engagement director and will jointly be responsible for customer satisfaction.

This is a hybrid position in Boston, Massachusetts area.

Responsibilities:

• Lead delivery of production support for a strategic account.
• Lead a team of functional analysts, techno-functional analysts and developers.
• Lead the team that is responsible for resolving incidents, addressing service requests, and delivering other service items defined in the scope.
• Monitor the incident queue and oversee the prioritization and assignment of the incidents and service requests to the team members.
• Provide oversight and functional/technical guidance to the team members.
• Ensure the Service Level Agreement (SLA’s) are met. Take proactive and corrective action to manage and ensure compliance with SLA’s outlined in the Statement of Work (SOW)
• Ensure timely ticket updates and customer communication from the team.
• Understand the client’s calendar of business events such as financial close etc. and provide additional oversight to support these events.
• Conduct status meetings with the customer at a cadence that has been agreed upon with the customer.
• Conduct quarterly business reviews (QBR) presentations with the customer.
• Handle customer escalations and provide additional oversight to escalations.
• Monitor the work demand and plan capacity to meet the workload requirements.
• Mentor team members and provide guidance as needed by the team.

Mandatory Requirements:

• 15+ years of PeopleSoft experience
• 7+ years of experience of managing PeopleSoft production support engagement as the service delivery manager.

Success Measures:

This role will be evaluated on the following measures:

• SLA Compliance
• Ticket updates and customer communication
• Customer satisfaction

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!