Service Delivery Manager (Project Management)
Full time
na Ll Oefentherapie
no
Saudi Arabia
Publicado em February 5, 2025
Detalhes do emprego
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 using resources optimally and efficiently to deliver the required services.
- 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.
- 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.
- 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 the evolution of the Client's 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 organization.
- 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.
- 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 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.
Responsibilities
Summary of role: While our customers' Oracle Utilities solutions cover the range from hosted on customer facilities through to private or public cloud hosted, they all look to Oracle as the product provider to deliver excellence in configuration, support, and operational efficiency when running the Oracle product suite. While under managed services, many customers will undertake a technical upgrade or a hosting evolution from on-premise to cloud. The SDM drives these value-enhancing projects while still maintaining day-to-day excellence in operations. You enjoy a fast-paced dynamic environment. Ensuring that our customer’s mission-critical applications are continuously available is a key motivation. You are comfortable working within your team and, as necessary, escalating within Oracle to drive for resolution of critical events. 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.Required Skills
Delivery Process, Financial Reporting, Project ManagementAbout Us
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