Our customers will measure our contribution to their success based on the value they receive from our services. SDMs are responsible for the overall governance and technical service delivery. They help customers maximize the business value of their Oracle investments, achieving the desired business outcomes while minimizing risk. To do this, SDMs must become trusted advisors to the customer, ensure consistency and quality of deliverables, help customers deliver their IT strategy, overcome challenges and meet business goals, and use leading practices for successful Oracle technology and Cloud deployments and operations. The Services Portfolio includes Managed Services, On-Premise, Hybrid Cloud, Applications, Platforms and Databases (SaaS/PaaS/IaaS), and Security services that TAMs may manage in full or in part. Customer Success Service customers base represent the top and the best on each market (Finance, Utility, Telco, Public Sector, etc.).
The Service Delivery Manager is expected to:
- Develop and Manage the Oracle Customer Relationships by forming long term customer relationships with key customer contacts. Work is non-routine and complex, involving the application of advanced technical/business skills in area of specialization.
- Understand customer’s industry drivers, organization structure and key stakeholders, key projects and goals, and critical success factors as well as technical infrastructure and roadmap.
- Work collaboratively with sales, the delivery teams and customers to identify appropriate solutions.
- Establish and maintain a delivery governance model with the customer at the management and executive levels.
- Coordinate delivery of Oracle Services, operating as the primary delivery contact to the customer, aiding and facilitating customer communications and activities across other Oracle lines of business.
- Act as a point of contact for any major incidents, responsible for managing communication and customer expectations through resolution.
- Conduct periodic Service Account Planning and Account Reviews.
- Be responsible for delivering to the contracted terms, effective and efficient use of Oracle delivery resources, achieving the contract margin and revenue objectives.
- Perform scope and risk management.
- Contribute to initiatives for Oracle delivery organizational process improvement and tool development.
ACCOUNTABILITIES
- Ability to effectively communicate and engage with senior executives.
- Manage any customer escalation that may arise.
- Proactively manage the contract delivery to completion.
- Proactively report on any potential risks / issues that may impact service delivery or customer satisfaction.
- Monitor and report revenue forecast and margin estimates for each contract.
- Operate in line with Oracle CSS’s business processes and procedures.
- Operate in line with Oracle Global and local HR policies and procedures.
EXPERIENCE AND SKILLS
- Bachelor’s degree in Engineering, Computer Science, Business or equivalent
- Project Management or Service Management certification is desirable - ITIL, PMP, Prince2 or University equivalent.
- A minimum of 10 years experience in operation service delivery is required.
- Oracle SaaS service on ERP, SCM, and/or HCM knowledge is mandatory.
- Experience on Enterprise Customers is required.
- Demonstrated success with leading customer service delivery and management, including experience with at least 3-5 successful complex customer engagements.
- Ability to work under pressure and take ownership on highly escalated situations.
- Ability to have effective communication with the appropriate levels when dealing with complex situations.
- Ability to work as a team-player in a multi-cultural team composition.
- Decision making / problem solving skills.
- Excellent communication / relationship building skills.
- Strong verbal and written communication skills in Italian. Italian mother tongue is a key advantage.
- Very good verbal and written communication skills in English
- French and/or Spanish skills are key advantages.
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Career Level - IC4
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