Service Delivery Director – PeopleSoft

ERPA

. Lead delivery of production support for strategic accounts .

Posted 10/2/2026full-timeRemote • Washington • United StatesLeadWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates extensive expertise in PeopleSoft production support and service delivery management, with a strong focus on SLA compliance, customer communication, and account growth. Proven ability to lead cross-functional teams and engage with senior client stakeholders to align service delivery with business priorities.

Highest-signal resume keywords

PeopleSoft ExperienceService Delivery ManagementP&L ManagementCross-Functional Team LeadershipClient Stakeholder Engagement

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Production SupportIncident ManagementService Request ManagementSLA ComplianceCapacity PlanningContract NegotiationAccount GrowthFinancial ManagementAutomation InitiativesAI-Enabled Support

Soft Skills

MentoringInfluencingCustomer CommunicationProblem SolvingTeam Building

Tools & Technologies

PeopleToolsPUM UpdatesCPU Patches

Industry Keywords

Strategic AccountsService Level AgreementsGovernanceContinuous ImprovementBusiness Reviews

About the role

Key responsibilities & impact

Lead delivery of production support for strategic accounts
Lead the team resolving incidents, addressing service requests, and delivering scoped service items
Monitor incident queues and oversee prioritization and assignment of incidents and service requests
Ensure SLAs are met and take proactive and corrective action to maintain compliance with SOW requirements
Ensure timely ticket updates and customer communication
Schedule maintenance tasks and maintain customer maintenance calendars, including PUM updates, PeopleTools patches, and CPU patches
Provide oversight around client business events such as financial close
Conduct customer status meetings and quarterly business reviews
Handle customer escalations and provide oversight
Monitor demand and plan capacity for workload requirements
Mentor and guide team members
Serve as senior client point of contact and align service delivery with business priorities
Partner with client functional and IT leadership on application-support roadmaps, upgrades, modernization, and continuous improvement
Identify account-growth opportunities, including managed-services upsell and expansion, with sales and account leadership
Champion continuous improvement, automation, and AI-enabled support initiatives
Provide governance and oversight across multiple accounts or workstreams as needed
Role evaluated on SLA compliance, ticket updates and customer communication, customer satisfaction, and gross margin target

Requirements

What you’ll need

20+ years of PeopleSoft experience
10+ years of experience managing PeopleSoft production support engagements as a service delivery manager, including senior/lead-level ownership of strategic accounts
Demonstrated experience engaging and influencing senior client stakeholders and functional business leaders, including at the executive/steering-committee level
Proven track record of P&L/account financial management, contract negotiations, and account growth
Strong people-leadership experience, including building, mentoring, and managing cross-functional technical teams
Applicants must be legally authorized to work in the United States on a full-time basis
Applicants must not require employment visa sponsorship now or in the future
Successful completion of pre-employment drug screen and background investigation

Benefits

Comp & perks

Equal opportunity employer
Substance-free workplace
Tobacco-free workplace
Pre-employment drug screen and background investigation, including reference checks, criminal background investigation, and applicable licensing verification
E-Verify employment eligibility verification