Service Delivery Manager

SDM 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.Preferred Qualifications- Bachelor’s Degree in Information Technology or Computer Science or equivalent work experience- ITIL (Information Technology Infrastructure Library) Certification and 4+ years ITSM (Information Technology Service Management) related experience is critical- PMP Certification OCI Foundations-Skills Requirement- Process development experience (Six Sigma, Lean) strongly desired- Results and customer satisfaction’s oriented- Strong understanding of infrastructure- Experience with IaaS; PaaS; SaaS- PCI-SoX- Major Incident / Service Interruption crisis call management, acting as management escalation point of contact strongly desired- Strong Project Management and Stakeholder Management experience gained within large global solutions and services implementations projects- Customer and decision oriented team player with effective communication and leadership skills- Proven track record of working in multicultural and distributed team environments.- Business analytics background with prior experience developing KPI dashboards strongly desired- Will perform senior executive level presentation and summary reporting, 7+ years experience strongly desired- Prior experience with root cause analysis investigation and reporting strongly desired- Prior experience training and mentoring others and developing talent strongly desired- Documentation skills for Incident, Change and Problem management required. Advanced knowledge of MOS portal for SR managing and reports would be considered a plus.Generic Requirement- Hybrid (onsite/remote) assignment- Work collaboratively with sales, the delivery teams and customers to identify appropriate solutions.- Provides programs to improve operational efficiency, consistency, and compliance in support of the organization's financial and tactical business objectives.- Provides business practices and processes. Develops, communicates, and trains the organization on business practices and processes.- 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.- Responsible for delivering to the contracted terms, effective and efficient use of Oracle delivery resources, achieving the contract margin and revenue objectives.- Identify and submit delivery leads for new opportunities and contract renewals.- Act as a point of contact for any major incidents, responsible for managing communication and customer expectations through resolution.- Establish and maintain a delivery governance model with the customer at the management and executive levels.- Perform scope and risk management.- Contribute to initiatives for Oracle delivery organizational process improvement and tool development.- Serve as a liaison with other divisions such as Finance, Contracts, HR, Legal, Shared Services, Accounts Receivable, Purchasing, and Risk Management in an effort to ensure accurate and timely transaction processing.- Collect, input, verify, correct, and analyze data to measure key performance indicator actual versus business objectives. Provide updates to management regarding budget to actual, informing them of deviations and opportunities.- Communicate Oracle Business Practices to the organization and monitor process and approvals for full compliance.- Drive implementation of new processes and procedures.- Conduct periodic Service Account Planning and Account Reviews.