Job Description

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 develops and leads the overall on-going 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 judgement.

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 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.

Career Level - IC4

Responsibilities

Primary Responsibilities:

• 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 evolution the Clients 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 organisation.

• 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.

About you:

• You have a Bachelor or Master’s degree or equivalent 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 a 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.

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 a US remote based role and could require up to 50% travel

Disclaimer:

Certain US customer or client-facing roles may be required to comply with applicable requirements, such as immunization and occupational health mandates.

Range and benefit information provided in this posting are specific to the stated locations only

US: Hiring Range in USD from: $87,000 to $178,100 per annum. May be eligible for bonus and equity.

Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect Oracle’s differing products, industries and lines of business.

Candidates are typically placed into the range based on the preceding factors as well as internal peer equity.

Oracle US offers a comprehensive benefits package which includes the following:

1. Medical, dental, and vision insurance, including expert medical opinion

2. Short term disability and long term disability

3. Life insurance and AD&D

4. Supplemental life insurance (Employee/Spouse/Child)

5. Health care and dependent care Flexible Spending Accounts

6. Pre-tax commuter and parking benefits

7. 401(k) Savings and Investment Plan with company match

8. Paid time off: Flexible Vacation is provided to all eligible employees assigned to a salaried (non-overtime eligible) position. Accrued Vacation is provided to all other employees eligible for vacation benefits. For employees working at least 35 hours per week, the vacation accrual rate is 13 days annually for the first three years of employment and 18 days annually for subsequent years of employment. Vacation accrual is prorated for employees working between 20 and 34 hours per week. Employees working fewer than 20 hours per week are not eligible for vacation.

9. 11 paid holidays

10. Paid sick leave: 72 hours of paid sick leave upon date of hire. Refreshes each calendar year. Unused balance will carry over each year up to a maximum cap of 112 hours.

11. Paid parental leave

12. Adoption assistance

13. Employee Stock Purchase Plan

14. Financial planning and group legal

15. Voluntary benefits including auto, homeowner and pet insurance

The role will generally accept applications for at least three calendar days from the posting date or as long as the job remains posted.

About Us

As a world leader in cloud solutions, Oracle uses tomorrow’s technology to tackle today’s problems. True innovation starts with diverse perspectives and various abilities and backgrounds.

When everyone’s voice is heard, we’re inspired to go beyond what’s been done before. It’s why we’re committed to expanding our inclusive workforce that promotes diverse insights and perspectives.

We’ve partnered with industry-leaders in almost every sector—and continue to thrive after 40+ years of change by operating with integrity.

Oracle careers open the door to global opportunities where work-life balance flourishes. We offer a highly competitive suite of employee benefits designed on the principles of parity and consistency. We put our people first with flexible medical, life insurance and retirement options. We also encourage employees to give back to their communities through our volunteer programs.

We’re committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by calling +1 888 404 2494, option one.

Disclaimer:

Oracle is an Equal Employment Opportunity Employer*. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans’ status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.

* Which includes being a United States Affirmative Action Employer