Service Delivery Manager PeopleSoft

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, PeopleSoft Developers, PeopleSoft Administrators, cloud engineers and DBA. The Service Delivery Manager will work closely with the Engagement directors and will jointly be responsible for customer satisfaction.

Responsibilities:

Lead delivery of production support for a strategic account.
Lead a team of functional analysts, developers, PS Administrators, and Cloud Architects.
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.
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.
Proactively schedule maintenance tasks and maintain a calendar of maintenance activities for the customer including applying PUM updates, PeopleTools patches and CPU patches.
Understand 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

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

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, PeopleSoft Developers, PeopleSoft Administrators, cloud engineers and DBA. The Service Delivery Manager will work closely with the Engagement directors and will jointly be responsible for customer satisfaction.

Responsibilities:

Lead delivery of production support for a strategic account.
Lead a team of functional analysts, developers, PS Administrators, and Cloud Architects.
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.
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.
Proactively schedule maintenance tasks and maintain a calendar of maintenance activities for the customer including applying PUM updates, PeopleTools patches and CPU patches.
Understand 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

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.