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 leads the overall ongoing 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 judgment.
Key Objectives:
- Develop an excellent working relationship with the client and become a “trusted advisor.”
- Provide Service Delivery Governance to meet customer needs while optimally and efficiently utilizing resources.
- Ensure a single point of accountability for the success of the Managed Services organization with our customers.
- Maintain a high level of client satisfaction with Oracle products and services.
- Develop a product usage roadmap with the client to achieve their business goals using the Oracle Utilities product suite.
- Ensure clients renew and extend their contractual relationship with Oracle.
- 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) to maintain the overall health of the relationship with the customer.
- Oversight of all operational activities and functional support under the Managed Services engagement.
- Develop a roadmap for evolving the client’s use of enterprise software aligning with their business needs.
- First point of contact in case of any dispute with the customer.
- 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.
- Maintain and update the Governance Plan and ensure P&L targets are met on engagements.
Requirements
- Bachelor’s or Master’s degree or equivalent experience.
- Proven Project Management Experience.
- At least 5 years professional experience in an operations management role supporting enterprise software.
- At least 10 years professional experience in supporting enterprise software.
- Experience in delivery management of multiple concurrent and/or large accounts.
- Skilled communicator with direct customer-facing or consulting roles at a senior level.
- Demonstrated analytical ability to present complex topics clearly to a variety of audiences.
- Critical and strategic thinker with a history of success in similar roles.
- PMP (Project Management Professional) and ITIL v4 foundation certification is a plus.
Work Conditions
- This is typically an on-site role; however, it may be part-time on-site.
- Engagements may be medium to long-term (1-5 years).
- Depending on assignment location, this role may require up to 80% travel.
