The Service Delivery Manager (SDM) is the primary point of contact responsible for the overall delivery and customer satisfaction of managed services engagements for assigned accounts.  The SDM develops a “trusted advisor” relationship with their partner Customer Operations Manager and develops and leads the overall on-going operational management for the Oracle Utilities applications at the Customer’s site.   This is a key role with both customer facing and internal management responsibilities. The Job duties are varied, complex and require exceptional judgement.

Key Objectives:

Develop an excellent working relationship with the client and become a “trusted advisor”. Provide Service Delivery Governance to meet customer needs while using resources optimally and efficiently to deliver the required services Ensure a single point of accountability for success of the Managed Services organization with our customers Maintain a high level of client satisfaction with Oracle products and services. Interface at the highest levels both internally and with Client teams. Develop a product usage roadmap with the client to ensure that they achieve their business goals in the use of the Oracle Utilities product suite and derive maximum benefit from their investment in Oracle products and services. Ensure client renews and extends their contractual relationship with Oracle. Help drive consistency of approach to bring benefits to all clients  Provide feedback and internal development support to grow the Managed Services practice within Oracle Utilities.

Career Level - IC4