Service Delivery Manager

ACS (Advanced Customer Service) Organization is a fast-paced dynamic support division that caters to delivering high impacting, mission critical and solutions support to Oracle customers. ACS works closely with Global Product Support (GPS) to deliver a high level of customer service to Oracle customers. ACS builds upon GPS to deliver the following key support offerings - Business Critical Assistance, Solutions Support (SSC), On-Site (Field) support and Immediate Response and Emergency Escalations support. ACS is strategically positioned to provide proactive and reactive solutions that are tailored to the needs of the customers that are running Oracle products in high volume or mission critical environments. The goal of ACS is to help Oracle customers achieve high levels of system availability, stability, integrity and operational excellence.

The ACS Service Delivery Manager (aSDM) is responsible for overseeing and coordinating services delivered under contract to customers in the Advanced Customer Services organization. The aSDM is the focal point for customer issues that arise under the scope of the contracted services. The aSDM works with Oracle ACS SDEs (Service Delivery Engineers), customers, technical and management personnel, as well as with providers of services within Oracle (such as Oracle Support and Oracle Solution Support Centers) to facilitate issue resolution and high-quality service delivery.

Service Delivery


Review Service Definition
-Conduct customer orientation & training (review service definition & processes)
-Clearly define TAR severities, escalation process, and service limitations
-Conduct Environment & Systems Orientation
-Demonstrate advance communication and leadership of Oracle services

Service Delivery Plan (SDP) Creation
-Gather data from Account Planning sessions (see 1.2)
-Review findings from “Environment & Systems Orientation”
-Establish/create a Service Delivery Plan (SDP) based on Service Definition & Account findings
-Ensure that the SDP is in alignment with eSDM Account Plan
-Integrate with the plans of other LOBs (where applicable)

Project Planning & SDP Maintenance
-Review SDP with the Customer
-Perform joint “goal setting” and project planning with the customer
-Maintain the SDP & update from feedback during Quarterly Reviews
-Review key customer project data (gathered from Account Planning sessions, see 1.2)
-Working with the customer, schedule Assessments and other pertinent deliverables
-Deliver projects and collect “results achieved” data to be used in 1.4
-Update scorecard to reflect delivery progress

PA Administration & Review
-Review weekly “Project Tracking Report” information (generated by Bus. Ops.)
-Analyze Reactive, Proactive, & SDM time from PA
-Make delivery adjustments as required to shift focus toward Proactive
-Monitor margin contributions for indication of inappropriate service levels
REQUIREMENTS
Account Mgt

Liaison & Advance Customer Advocate
-Establish & maintain regular communication with the extended account team
-Identify & establish Director / Executive rapport with key decision makers/influencers
-Assist the eSDM accounts with overall strategic activities
-For non-eSDM accounts, the aSDM should provide strategic leadership
-Be a customer advocate, but also represent the interests of Oracle

Account Planning
-Work collaboratively with the extended team to support a multi-LOB account plan
-Support and contribute to the periodic Infomentis account planning process
-Identify the customer’s KBRs, KPIs, and critical success factors
-For eSDM accounts, assist the eSDM using their account planning methodology (Scorecard)
-For non-eSDM accounts, provide leadership & drive the account planning process
-Ensure that some type of Account Planning session occurs at least once/year

Manage ACS Account Documentation
-Create & maintain Joint Contact & Escalation Guide
-Create & maintain Environment Configuration Document
-Create & update Customer Portal
-Post/File Service Delivery Plan Updates
-Post/File Account Review Documents
-Collect & store pertinent metric & KPI data
-Create & Maintain Scorecard data

Conduct Periodic Account Reviews
-Conduct Account Reviews periodically (quarterly in most cases)
-Gather pertinent metric data
-Review achievements with Tech Lead, and extended support team
-Gather pertinent “results achieved” data (projects, assessments, engagement reports, etc.)
-Gather customer KPIs and business success factor data
-Calculate key ROI measures
-Develop PowerPoint presentation utilizing Account Review SDK

The aSDM is responsible for coordinating 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 aSDM 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 of satisfaction. The aSDM is assigned to large and very large accounts. Primary interfaces are with executive level individuals within the customer organization, other vendors and within various Oracle LOBs (Support, Sales, Education, Consulting, Government). 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. Ensures effective achievement of customer objectives and high level of satisfaction with Oracle.

Detailed Tasks are:
1. Onsite participation with the Customer (Engineers, Managers, Directors, Snr Directors and VPs)
2. Knowledge of Oracle Products (especially Databases, High availability solutions, RAC etc) very essential
3. Project Management capability
4. Metric Reporting
5. Customer Portal Maintenance
6. Ability to manage a team of onsite resources, if necessary
7. Weekend and after hours support as needed. 24 X 7 Availability is a must.
8. Strong Escalation Management and Negotiation Skills in challenging situations and must work under pressure from customer
9. Ability to partner with and work effectively with other ACS LOBs, Product Development, Consulting, Support and other organizations at Oracle.
10. Must be able to provide weekly reports of activity and must be prompt in administrative matters.
11. Must be able to drive ROI based metrics based on the Oracle onsite activity and must be able to convince the customer on the value of ACS services.

In Addition:
-ability to represent Oracle and the Oracle/Customer partnership with our internal technology partners.
-ability to communicate at a level beyond the most basic tactical execution.
-act as support delivery coordinator for the customer enterprise
-status reporting
-escalation management
-situation management
-promote Oracle activities/events
-driver Oracle agenda