Project Manager / Service Delivery Manager (US REMOTE) ID-20072
About the Job:
The Service Delivery Manager (SDM) is the primary point of contact responsible for the overall delivery and customer satisfaction of managed services engagements for assigned accounts. The SDM develops a "trusted advisor" relationship with their partner Customer Operations Manager and develops and leads the overall on-going operational management for the Oracle Utilities applications at the Customer's site. This is a key role with both customer facing and internal management responsibilities. The Job duties are varied, complex and require exceptional judgement.
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Key Objectives:
- Develop an excellent working relationship with the client and become a "trusted advisor".
- Provide Service Delivery Governance to meet customer needs while using resources optimally and efficiently to deliver the required services
- Ensure a single point of accountability for success of the Managed Services organization with our customers
- Maintain a high level of client satisfaction with Oracle products and services.
- Interface at the highest levels both internally and with Client teams.
- Develop a product usage roadmap with the client to ensure that they achieve their business goals in the use of the Oracle Utilities product suite and derive maximum benefit from their investment in Oracle products and services.
- Ensure client renews and extends their contractual relationship with Oracle.
- Help drive consistency of approach to bring benefits to all clients
- Provide feedback and internal development support to grow the Managed Services practice within Oracle Utilities.
Career Level - IC4
Responsibilities
Primary Responsibilities:
- Oversight of the managed services engagement at the client
- Working with the Customer Operations Manager (COM), responsible for the overall health of the relationship with the customer.
- Oversight of all operational activities under the Managed Services engagement.
- Oversight of all functional support and development activities under the Managed Service engagement
- Working with the Client, develop a roadmap for evolution the Clients use of the enterprise software aligning with their business needs and direction.
- First point of contact in case of any dispute with the customer. It is the SDM/COM who are responsible for raising any escalation to management in either organisation.
- Oversight of all staff assigned to the managed services engagement including sub-contractors and offshore divisions.
- Responsible for clarity of communication of expectations, obligations and requirements both across the Oracle team on-site and with the Oracle team offshore.
- Responsibility for clarity of communications on expectations, obligations and deliverables to the customer.
- Responsible for planning and scheduling short and medium term activities under the engagement including the use of standard project management tools and communication tools such as Word, Excel, Project and Visio.
- Responsible for maintaining a staffing plan for the engagement and engaging resource managers as necessary.
- Responsible for P&L targets on engagements to targets established.
- Responsible for maintaining and updating the Governance Plan.
Qualifications
Disclaimer:
Certain US customer or client-facing roles may be required to comply with applicable requirements, such as immunization and occupational health mandates.
Range and benefit information provided in this posting are specific to the stated locations only
US: Hiring Range in USD from: $87,000 to $178,100 per annum. May be eligible for bonus and equity.
Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect Oracle's differing products, industries and lines of business.
Candidates are typically placed into the range based on the preceding factors as well as internal peer equity.
Oracle US offers a comprehensive benefits package which includes the following:
1. Medical, dental, and vision insurance, including expert medical opinion
2. Short term disability and long term disability
3. Life insurance and AD&D
4. Supplemental life insurance (Employee/Spouse/Child)
5. Health care and dependent care Flexible Spending Accounts
6. Pre-tax commuter and parking benefits
7. 401(k) Savings and Investment Plan with company match
8. Paid time off: Flexible Vacation is provided to all eligible employees assigned to a salaried (non-overtime eligible) position. Accrued Vacation is provided to all other employees eligible for vacation benefits. For employees working at least 35 hours per week, the vacation accrual rate is 13 days annually for the first three years of employment and 18 days annually for subsequent years of employment. Vacation accrual is prorated for employees working between 20 and 34 hours per week. Employees working fewer than 20 hours per week are not eligible for vacation.
9. 11 paid holidays
10. Paid sick leave: 72 hours of paid sick leave upon date of hire. Refreshes each calendar year. Unused balance will carry over each year up to a maximum cap of 112 hours.
11. Paid parental leave
12. Adoption assistance
13. Employee Stock Purchase Plan
14. Financial planning and group legal
15. Voluntary benefits including auto, homeowner and pet insurance
The role will generally accept applications for at least three calendar days from the posting date or as long as the job remains posted.
