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Job Summary
Oracle is seeking a highly skilled Service Delivery Manager to serve as the single point of contact for Oracle Cloud customers who purchase Cloud Priority Service. This role will be responsible for providing customers with the guidance and support needed throughout the full life cycle of implementation to ensure successful and most effective use of Oracle's products.
Key Responsibilities
- Design and maintain operational relationships with Enterprise and Large Enterprise SaaS customers with Cloud Priority Service.
- Provide technical support and guidance to customers using Oracle Fusion Cloud components, including HCM, ERP, SCM, CPQ, and Taleo.
- Collaborate with customer System Administrators and Leadership to ensure seamless support and resolution of customer issues.
- Work proactively with Customer Support (CS) engineers, CS Leadership, and Cloud Operations and Development organizations to drive delivery of solutions and ensure customer prioritization is respected and achieved.
- Educate customers on the effective and efficient use of Oracle Support and products, tools, systems, interfaces, and procedures.
- Drive internal processes to ensure the highest quality of service and work with teams to improve as needed.
- Contribute to the Onboarding, training, and mentoring of new TAMs.
- Make recommendations to CSM for possible up-sell activities to include services, add-ons, etc.
Requirements
- Highly skilled Service Delivery Manager with experience in Cloud Priority Service.
- Strong technical knowledge of Oracle Fusion Cloud components.
- Excellent communication and collaboration skills.
- Ability to work autonomously and make decisions with minimal supervision.
- Strong problem-solving and analytical skills.
- Experience in customer-facing roles and ability to build strong relationships with customers.
About Oracle
Oracle is the #1 global provider of business software, with an outstanding presence in over 175 countries. Our cloud solutions are redefining the world of business, empowering governments, and helping society evolve with the pace of change. We are committed to treating each employee and applicant for employment fairly and with dignity, and we base our employment decisions on merit, experience, and potential, without regard to race, color, national origin, sex, marital status, sexual orientation, gender identity, age, religion, disability, or any other characteristic prohibited by local law.
