Service Delivery Manager (Project Management)

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.