Oracle AMS Service Delivery Manager

Line of ServiceAdvisory

Industry/SectorNot Applicable

SpecialismFinance

Management LevelSenior Manager

Job Description & SummaryYou’ll be joining our Oracle Consulting services team. As a Certified Oracle Cloud partner, we help our clients use Oracle’s technology and applications to build their digital enterprise on the cloud; transform business functions, including finance, HR and tax; achieve maximum value on their investment through Managed Cloud Services; and help them manage risk and ‘go live’ on time and on budget You’ll be joining a team that’s rated by Gartner and IDC MarketScape as a Leader in a number of categories, including being positioned as a Leader in Gartner’s Magic Quadrant for Oracle Cloud Application Services, Worldwide.

As a Service Delivery Manager you’ll work with the latest technologies and big-name companies on projects that are driving the future of those organizations. Our SDM are expected to lead client engagements, create new opportunities and deliver exceptional client value. They will also drive knowledge sharing and care passionately about the development of our people.

We are looking for a Service Delivery Manager to improve the quality and efficiency of our service delivery operations. The successful candidate will have a proven track record in leading and improving service delivery teams and possess excellent problem solving and stakeholder management skills.

Responsibilities:

Oracle Service Management

Monitoring and managing Oracle Application support functions to ensure optimal service.

Maintaining high performance levels for service-related processes, and implementing improvement activities wherever necessary.

Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews.

Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery

Developing a deep understanding of projects to gain insights into the scope of service delivery

Taking accountability for service delivery performance, meeting customer expectations, and driving future demand

Analyzing third-party as well as internal processes, and creating strategies for service delivery optimization.

Understanding business needs, priorities, and opportunities, Improving service delivery and customer satisfaction.

Leading project teams, Overseeing projects and Resolving issues, where applicable.

Monitoring progress, Tracking KPIs and service metrics, and coordinating service delivery.

Ensure all services are delivered according to specific standards and expectations.

Proactively identify, mitigate, and track recurring customer service issues.

Performance and Quality Management

Recommending methods of improvement and seeing that actions are implemented on time for service delivery upgrades.

Providing accurate and regular reports to the management on performance of the service delivery.

Leading personnel management, including staff recruitment, performance assessment, training, and mentoring.

Building strong relationships with teams and stakeholders to enable effective dialogue exchange between departments.

Qualifications

Service Management: They should have a deep understanding of service management principles, frameworks (such as ITIL), and best practices to ensure the efficient and effective delivery of services. This includes incident management, problem management, change management, and service level management.

Client Relationship Management: Service Delivery Managers need strong interpersonal and communication skills to build and maintain relationships with clients. They should be able to understand client requirements, manage expectations, and ensure client satisfaction throughout the service delivery process.

Leadership: They should possess leadership qualities to guide and motivate their team members. This includes the ability to delegate tasks, provide clear directions, and inspire collaboration and teamwork.

Project Management: Service Delivery Managers often oversee multiple projects or initiatives. They need strong project management skills to plan, organize, and coordinate resources, timelines, and deliverables.

Problem-Solving: Service Delivery Managers should be adept at analyzing complex situations, identifying problems, and proposing effective solutions. They should have the ability to think critically and make decisions quickly to address service-related challenges.

Financial Management: They should have knowledge of budgeting, cost management, and financial planning to ensure that service delivery stays within budget and aligns with financial goals.

Continuous Improvement: Service Delivery Managers should have a mindset of continuous improvement. They should proactively identify areas for improvement, implement process enhancements, and drive efficiency in service delivery.

Oracle Support Model: Experience in managing and delivering medium to large scale managed services model for Oracle applications

#PwCSEACPH

While not always required to be hands-on with Oracle Application, having a good understanding of the Oracle Application landscape, development tools and solutions can be valuable in understanding the service delivery landscape and effectively communicating with technical team

Education (if blank, degree and/or field of study not specified)Degrees/Field of Study required:

Degrees/Field of Study preferred: Bachelor Degree

Certifications (if blank, certifications not specified)

Required SkillsApplication Management, Application Management Software, Application Services Management, Oracle, Oracle Management, People Management, Service Delivery, Systems Management

Optional Skills

Desired Languages (If blank, desired languages not specified)

Travel RequirementsNot Specified

Available for Work Visa Sponsorship?No

Government Clearance Required?Yes

Job Posting End Date

533014WD