Oracle Service Delivery Manager in Bangalore, India

Service Delivery Manager

Preferred Qualifications

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

SPECIFIC RESPONSIBILITIES:

Key tasks include, but are not limited to, the following:

SCOPE:

  • 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

ACCOUNTABILITIES

  • 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

  • Establish priorities

  • Lead the Change Control Board and co-ordinate global downtime as required and obtain appropriate internal approval

  • Plan for service growth

RESPONSIBILITIES

  • 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.

OTHER REQUIREMENTS:

  • 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)

  • On-call responsibilities.

  • 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: Support

Location: IN-IN,India-Bangalore

Job Type: Regular Employee Hire

Organization: Oracle