Oracle Service Delivery Manager in Bangalore, India
Service Delivery Manager
Oracle Managed Cloud Services (OMCS) enable organizations to leverage their Oracle investments to extend into the cloud with greater value, choice, and confidence. Oracle delivers enterprise-grade, end-to-end managed cloud services across its broad portfolio of business applications, middleware, database, and hardware technologies.
OMCS are responsible for the hosting and ongoing management/maintenance of Customer IT systems hosted either in one of Oracle's datacentres (@Oracle) or at a customer or third party location (@Customer).
Due to ongoing growth in the OMCS business we are recruiting an experienced Service Delivery Manager (SDM) with extensive operations background with Oracle products and interpersonal skills to interact at a senior level within the customer.
The primary role of the Service Delivery Manager is manage LOB’s including both departmental and board level and externally with the OMCS lifecycle from contract signing through Implementation to Transition into OMCS Production, building strong relationships internally and within the OMCS organization. The SDM ensures that the OMCS services are provided as agreed and advocates the interests of the customer, insuring their satisfaction, managing outsourced service delivery and guaranteeing services margin. You must possess the ability to successfully manage a number of projects against time, quality and financial objectives. You will work closely with Management Teams, Implementers, 3rd Parties, and members of the OMCS Delivery organization to support all aspects of OMCS service acting as first responder relative to production support, problem resolution and escalation management.
You will have 10 years Oracle experience including Technical/Functional and Project/Program Management experience and have a track record in delivering large-scale global Application projects. It would be an advantage if applicants were to come with experience from a Consulting or similar organization within the IT industry. High commitment with his/her customers is must.
The role will be based in Bangalore with a high proportion of time onsite with the customer who is a global retail company and are dependent on Oracle logistics solutions and hence a background in retail/logistics would be a distinct advantage
Key tasks include, but are not limited to, the following:
Manage OMCS Production and Non-Production environments
Represent as a single point of contact within OMCS, acting as their advocate and act as the primary point of contact for staff
No direct reports, but project manage a virtual team of resources
Involved in practice development activities either within country, region or worldwide
Work as required with designated Implementers, Partners and 3rd parties
Work on improvement initiatives as required
Review existing services including to ensure a thorough understanding of the requirements
Produce Project Scope Objectives and Approach that outline the Project Management processes and include:
Generate & manage work plan, key deliverables, resources required, roles and responsibilities, risks, issues and dependencies according to and OMCS standards
Produce regular and accurate progress reports
Regularly update the users and OMCS team on progress against Plan
Implement Service Improvement policy and processes
Lead the Change Control Board and co-ordinate global downtime as required and obtain appropriate internal approval
Plan for service growth
Ensure users are satisfied with the OMCS services
Represent as a single point of contact, acting as their advocate and act as the primary point of contact on the outsourced services for OMCS staff
Manage the OMCS contract or service delivery engagement
Maintain and develop an Account Plan and Service Delivery Plan
Establish a relationship with OMCS team in order to encourage participation in all activities
Plan and deploy Support activities to ensure effective delivery
When required participate in pre-sales activities to ensure they reflect realistic project delivery
Provide leadership, motivation and direction
Monitor and report the progress against the Service Delivery Plan
Assure and improve the quality of the service and maintain accurate account information
Manage changes to the Service Delivery Plan
Identify additional opportunities for to engage with OMCS, such as technical events, business seminars, and Customer Advisory Boards
Communicate that the lessons learned on any Project are communicated within
RELEVANT EXPERIENCE AND TRAINING
Although not definitive, the ideal candidate will typically be expected to demonstrate the following attributes:
Strong Technical Skills. Have a solid understanding in Oracle RDBMS and Oracle Applications, as well as a functional background. Experience in SQL a plus.
Strong Project Management Skills
Experience in delivering infrastructure and/or application projects, preferably using the OMCS standards and processes.
Ability to multitask, maintain composure in high-stress/high-visibility situations and change priority as needed to accommodate a very dynamic business.
Excellent team player.
Willing to learn new technologies.
Strong organizational skills and detail oriented.
Excellent problem solving skills.
Strong communication skills.
Strong customer support skills.
University degree, with post graduate technical or management qualifications or other relevant experience. Experience in financial services is preferred, but not required.
Project Management Professional (PMP) certification.
ITIL Foundation Certification in IT Service Management.
Fluency with written and spoken communication in English is required, and also alignment with customer business hours (9:00 AM - 6:00 PM ) and work location (Whitefield, Bangalore)
Running large Global Projects
International travel with onsite experience will be looked at favorably
Detailed Description and Job Requirements
To develop and manage the Oracle Support relationship with a designated large account, or small number of medium accounts, throughout the engagement and to maximize the customers’ use of Support Services, drive high degree of satisfaction and referenceability, and to protect and enhance Support revenue streams.
Represent the customer as a single point of contact within Oracle. Manage the contract, or delivery engagement as defined by Oracle Service Support (OSS). Develop and maintain relationships with senior management across lines of business and third parties. Plan and deploy Support activities to ensure effective delivery within agreed budgetary constraints. Advise the account on the effective and efficient way to use Oracle support services and products, tools, systems, interfaces and procedures. Assure and improve the quality of the service, and maintain accurate account information. Assist in the renewal of Support contracts, and contribute to pre-sales activities. Communicate opportunities for customers to engage with Oracle such as technical events and business seminars.
Job duties are varied and complex utilizing independent judgment. May have project lead role.
Job Type: Regular Employee Hire