Service Delivery Manager

Job Title:
Service Operations Management
(83348.Customer Service Account Management Consultant 5- IC5)

Job Description:
Manages On Demand customers from Service Delivery perspective. This includes working with customers to understand their On Demand needs, develop account strategy and plan, develop 52-week on demand operational plan, conduct service delivery review to assess and improve service delivery quality, coordinate internal Oracle resources to provide services, and ultimate become the trusted advisor of the customer

Detailed Description:
The On Demand Service Delivery Manager (oSDM) is responsible for coordinating all Support Services resources as a member of the Account Management team as well as providing leads and assisting LOBs with selling additional Products and Services to assigned account(s). The oSDM is a focal point for support service issues and other Oracle/customer issues as well as to work with the customer end-to-end to ensure high-level satisfaction. The On Demand Service Delivery Manager is assigned to a variety of account sizes. Primary interfaces are with executive level individuals within the customer organization, other vendors and within various Oracle LOBs (Support, Sales, Education, Consulting, and Development). Provides overall guidance and leads to those involved in account management (both within and outside of Support). Provides key direction regarding contract negotiation, negotiation of add-ons and overall management of account relationship with customer. The oSDM ensures effective achievement of customer objectives and high level of satisfaction with Oracle.

Makes final decisions on overall account management matters and ensures effective achievement of objectives. Erroneous decisions will have a serious impact on company revenue. Regularly interacts with executives and/or major customers. Interactions normally involve controversial situations, customer negotiations and influencing/persuading. Example of Duties:
·Creates and maintains Joint Contact Guide (customer / other vendors / Oracle)
·Acts as a customer advocate and Oracle liaison
·Prepares agenda for executive meetings and attends them when appropriate
·Assumes leadership role in Technical Assistance Request (TAR) management
·Attends TAR reviews
·Gets involved in any escalations that arise from TAR review with respect to customer product upgrades and patches that might impact customer’s environment
·Performs situation management, implements root cause analysis for any escalations, and interfaces with Bug, Diagnosis and Escalation (BDE), Development and upper management as necessary
·Engages and coordinates resources to address on-site problems
·Works within customer organization to determine that contact level is proper
·Manages customer expectation of Oracle Products and Services
·Identify and seek solutions with customer management and executives for operational deficiencies in the customer organization.
·Maintains relationships with other parts of Oracle, such as Consulting, Education and the Support Sales Team; represents Support on the License Sales team
·Champions the use of Metalink and ITAR for each customer whenever possible
·Create / Populate/ Maintain a Customer / Oracle portal
·Provides leads and assists all LOBs with selling additional products and services
·Provides periodic status reporting and reports progress on deliverables (which would include Quarterly Review documents as well as ad hoc discoverer reports that customer requests); timing may vary by client and contract agreements
·Acts as a liaison to Development for major Quality Assurance activities
·Owns resolution of any CSI issues that may arise (may recruit Sales and Client Relations for assistance)
·Along with LOB Sales Representatives, creates Proposal for a new deal which he/she has been assigned
·Keeps customer up to date on any major Oracle personnel changes as well as any major company strategic direction changes



Work Location:
Work location, including a work-from-home possibility, is contingent upon the location of the candidate, candidate skill set and client location(s).

Travel Component:
To effectively fill this role, the ideal candidate shall be required to travel. Travel component is contingent upon location of the selected candidate(s) and client location(s).

As part of Oracle's U.S. employment process, candidates will be required to complete a background check, prior to an offer being extended. These background checks include:
Prior Employment Verification
Education Verification
Social Security Trace
Criminal Background Check
Motor Vehicles Records (where required for position)

For a listing of all opportunities at Oracle, please go to www.irecruitment.oracle.com

Oracle Supports Workforce Diversity


Contact:
Suzanne King
Oracle Recruiter
[Click here for email]
REQUIREMENTS
Prior to consideration for a position opportunity, Oracle Corporation requires candidates to register for their respective targeted position at http://irecruitment.oracle.com. To complete the process please register as a user, then enter the applicable IRC code in the Keyword(s) search field.