SERVICE DELIVERY MANAGER

BRIEF DESCRIPTION:

The On Demand Service Delivery Manager (oSDM) is responsible for coordinating all Support Services resources as a member of the Account Management team as well as providing leads and assisting Lines of Business (LOBs) with selling additional Products and Services to assigned account(s). The oSDM is a focal point for support service issues and other Oracle/customer issues as well as to work with the customer end-to-end to ensure high-level satisfaction. The On Demand Service Delivery Manager is assigned to a variety of account sizes. Primary interfaces are with executive level individuals within the customer organization, other vendors and within various Oracle LOBs (Support, Sales, Education, Consulting, and Development). Provides overall guidance and leads to those involved in account management (both within and outside of Support). Provides key direction regarding contract negotiation, negotiation of add-ons and overall management of account relationship with customer.

RESPONSIBILITIES:

Makes final decisions on overall account management matters and ensures effective achievement of objectives. Regularly interacts with executives and/or major customers. Interactions normally involve controversial situations, customer negotiations and influencing/persuading.

Example of Duties:

· Creates and maintains Joint Contact Guide (customer / other vendors / Oracle)
· Acts as a customer advocate and Oracle liaison
· Prepares agenda for executive meetings and attends them when appropriate
· Gets involved in any escalations that might impact customer’s environment
· Engages and coordinates resources to address on-site problems
· Works within customer organization to determine that contact level is proper
· Manages customer expectation of Oracle Products and Services
· Identify and seek solutions with customer management and executives for operational deficiencies in the customer organization.
· Maintains relationships with other parts of Oracle, such as Consulting, Education and the Support Sales Team; represents Support on the License Sales team
· Champions the use and adoption of Oracle Support products for each customer whenever possible
· Create / Populate/ Maintain a Customer / Oracle portal
· Provides leads and assists all LOBs with selling additional products and services
· Provides periodic status reporting and reports progress on deliverables (which would include Quarterly Review documents as well as ad hoc discoverer reports that customer requests); timing may vary by client and contract agreements
· Acts as a liaison to Development for major Quality Assurance activities
· Along with LOB Sales Representatives, creates Proposal for a new deal which he/she has been assigned
· Keeps customer up to date on any major Oracle personnel changes as well as any major company strategic direction changes

QUALIFICATIONS:

Overall must have 4 to 7 years project or account management experience, in high technology areas in either consulting, sales, or support management.

Knowledge of developing, implementing and monitoring metrics to measure cost and customer satisfaction
Solid working knowledge of OSA’s Support Plans etc
Ability to monitor and validate customer expectations
Expertise in escalation management
Proven ability to manage/coordinate various resources
Exceptional interpersonal skills
Extensive customer face-to-face experience at middle management or executive levels
Excellent time management and self management ability
Strong management skills
Business acumen
Fluent in English plus 1 other European Language (eg Spanish, German, French)

If you are interested, please submit your CV in English. Thank you!

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