Service Delivery Manager

Oracle

Giza
Permanent
Full-time

1 month ago

Job Description: This position will be responsible for providing customers with the guidance and support needed throughout the full life cycle of implementation to ensure successful and most effective use of Oracle's products. In addition, this position will be a leader in ensuring overall customer satisfaction with Oracle's products and related implementation services.This position will provide customers with regular assessments on the domains of strategy, process, governance, people and technology accompanied by recommendations for improvement in each area. The ATAM will act as the primary liaison between Oracle, the customer, and the system integrator with respect to the implementation. He/she will serve as Oracle's support/services lead to the customer and provide business process, application functionality, technology, and implementation expertise by delivering a combination of business specifications analysis, technical consulting and project management skills. The TAM is responsible for escalating issues across multiple business units within Oracle (e.g. Technical Support, Expert Services, Sales, Consulting, Product Development, etc.) and marshalling resources as necessary to resolve problems.Leading contributor individually and as a team member, providing direction and mentoring to others. Work is non-routine and very complex, involving the application of advanced technical/business skills in area of specialization. Demonstrated success at Oracle for at least 3 years and as a Technical Account Manager for at least 2 years, including involvement in at least 5 successful customer deployments. Recommended 7-10 years of professional Information Systems implementation experience. Demonstrated experience in package systems implementation (CRM, ERP, Consulting experiences). Understanding of various technical architectures and operating systems including web-based applications, networks, RDBMS (Oracle, DB2, MS SQL Server), etc. Project Management (PMP) certification or extensive Project Management experience across global and diverse organizations. Industry experience is desired.As part of Oracle's employment process candidates will be required to successfully complete a pre-employment screening process. This will involve identity and employment verification, professional references, education verification and professional qualifications and memberships (if applicable).Responsibilities:Service Delivery ManagerJob DescriptionTo manage and develop the Managed Cloud Services (MCS) relationship with designated account(s) throughout the engagement against the contractual deliverables & commercials. To work at a senior level within the customer, become the trusted advisor for the customer, in order to help the customer to maximize their investment in Oracle and represent them across the wider Oracle organization. To drive a high degree of satisfaction and reference ability, to protect and enhance Advances Customer Services (ACS) revenue streamsResponsibilities

Deliver high levels of customer satisfaction
Establishing the account(s) as a referenceable customer
Manage the customer in accordance with the contract
Manage the delivery engagement as defined by MCS processes & tools, including creating and maintaining accurate service documentation
Co-ordinate the resources required to deliver the service to the allocated customer(s)
Assuring and improving high quality of MCS service.
Manage the contractual commercials, ensuring that the margin is maintained & developing plans to improve margin where appropriate
Manage commercial aspects of the contract such as rebates, storage costs, work packages, etc.
Assisting in the renewal of MCS contracts and contributing to pre-sales activities
Develop strategic relationships with senior members i.e. CIO, CTO of the customer management team.
Represent the customer within Oracle and act as their advocate
Developing cross-team or 3rd party relationships, and working with these teams in delivering a comprehensive service to the customer
Developing and maintaining relationships with senior management across Oracle lines of business within the designated account(s)
Advising the account on the most effective and efficient way to use Oracle services and products
Establishing and communicating the Oracle service spectrum within the account(s) and identifying potential sales opportunities
Identifying additional opportunities for customers to engage with Oracle, such as Special Interest Group (SIG), Oracle Customer Advisory Board (OCAB) plus other technical and business events.
Generate a Project Plan for each project which fully reflects MCS requirements
Communicate the plan and gain customer and third party buy-in and agreement
Drive the implementation of the Project Plan
Monitor and report the progress against the Project Plan

Accountabilities

Customer satisfaction and reference ability for the MCS service/contract
Commercial aspects of the MCS contract, particularly margin
Monitor support service effort and report against agreed budget(s)
Delivery of the MCS service components and supporting documentation, particularly 52-week plans, account reviews
Create and maintain accurate customer information using Customer Intelligence tools
Produce Project Scope Objectives and Approach that outline the Project Management processes
Generate & manage work plan, key deliverables, resources required, roles and responsibilities, risks, issues, and dependencies according to MCS standards
Produce regular and accurate progress reports
Work with other Oracle lines of business to create and maintain the Account Plan for each relevant account(s)
Operate in line with Oracle's business processes and procedures

Qualifications

8+ years IT project management experience, in B2B environments
PRINCE2 / PMP and standard ITIL Certification is desirable
Strong interpersonal skills, good communicator
Extensive customer interaction experience at middle or executive levels. Solid industry experience/knowledge.
Preferable previous Outsourcing/MCS delivery or implementation experience
Proven track record of building strategic relationships and delivering high levels of customer service
Proven day-to-day service delivery experience, this should be in current role
Previous experience of working in a virtual team, and taking the lead role for that team

About Us:As a world leader in cloud solutions, Oracle uses tomorrow's technology to tackle today's problems. True innovation starts with diverse perspectives and various abilities and backgrounds.When everyone's voice is heard, we're inspired to go beyond what's been done before. It's why we're committed to expanding our inclusive workforce that promotes diverse insights and perspectives.We've partnered with industry-leaders in almost every sector-and continue to thrive after 40+ years of change by operating with integrity.Oracle careers open the door to global opportunities where work-life balance flourishes. We offer a highly competitive suite of employee benefits designed on the principles of parity and consistency. We put our people first with flexible medical, life insurance and retirement options. We also encourage employees to give back to their communities through our volunteer programs.We're committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by calling +1 888 404 2494, option one.Disclaimer:Oracle is an Equal Employment Opportunity Employer*. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans' status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.

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