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.

Primary Responsibilities:

Oversight of the managed services engagement at the client Working with the Customer Operations Manager (COM), responsible for the overall health of the relationship with the customer. Oversight of all operational activities under the Managed Services engagement. Oversight of all functional support and development activities under the Managed Service engagement Working with the Client, develop a roadmap for evolution the Clients use of the enterprise software aligning with their business needs and direction. First point of contact in case of any dispute with the customer.  It is the SDM/COM who are responsible for raising any escalation to management in either organisation. Oversight of all staff assigned to the managed services engagement including sub-contractors and offshore divisions. Responsible for clarity of communication of expectations, obligations and requirements both across the Oracle team on-site and with the Oracle team offshore. Responsibility for clarity of communications on expectations, obligations and deliverables to the customer. Responsible for planning and scheduling short and medium term activities under the engagement including the use of standard project management tools and communication tools such as Word, Excel, Project and Visio. Responsible for maintaining a staffing plan for the engagement and engaging resource managers as necessary. Responsible for P&L targets on engagements to targets established. Responsible for maintaining and updating the Governance Plan.

About you:

You have a Bachelor or Master’s degree or equivalent experience. Proven and demonstrated Project Management Experience You have at least 5 years professional experience in an operations management role supporting enterprise software. You have at least 10 years professional experience in supporting enterprise software. You have experience in delivery management of multiple concurrent and/or large accounts. You are a skilled communicator with direct customer facing or consulting roles at a senior level. You have demonstrated analytical ability and can present complex topics to a variety of audiences with a clarity appropriate to their seniority. You are a critical and strategic thinker. You have a demonstrated history of success in similar roles. You have led internal teams, managed performance and aligned staffing to achieve results for both long term and short term goals. PMP (Project Management Professional) and ITIL v4 foundation certification is a plus.

 

 

Career Level - IC4