Centroid Systems · 11 hours ago

Oracle Service Delivery Manager

United States

Full-time

Remote

Senior Level, Lead/Staff

10+ years exp

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Responsibilities

Coordination of support resources, as well as, facilitating the communication with customers, internal partners and vendors.

Lead team training to ensure team is familiar with IT service delivery processes and best practices. Maintain knowledge set and capabilities of team functions,

Operations Support and People Management.

Manage and Oversee 24x7 Support Operations delivered by a Global Team.

Design and follow appropriate governance model/plan for SLA based support contracts.

Drive cross-functional interaction to ensure successful and timely delivery of high-quality support services.

Ensure that systems, processes and methodologies, as specified, are followed to ensure effective monitoring, control and support of service delivery.

Manage regular internal and customer facing operational reporting including system uptime and utilization, incident management, resource forecasting and utilization and overall account status.

Responsible for timely and accurate monthly billing in accordance with the clients’ contract. This includes regular reviews and management of resources time and timesheets.

Define and implement the required processes to enable the functioning of a global support center.

Ensure excellence in service delivery to ensure customer satisfaction and minimize down time. Identify areas for process improvement to ensure that teams are improving performance and service quality. Lead efforts at client engagements and across Centroid to implement and measure the improvements.

Onboarding of new Managed Services clients to the Centroid delivery team.

Track, manage, negotiate, and maintain client SOWs (Statements of Work), budgets, and project resource timesheets.

Communicate potential needs for change orders with clients based upon new support needs or projects.

Maintain knowledge of the latest industry technologies and Centroid Service Offerings.

Work with Centroid Consulting and Sales organizations on sales pursuit for Managed Services opportunities.

Qualification

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Enterprise IT ServicesIT Service DeliveryOracle technologyPeople managementCloud service providersOracle applicationsSystems integrationITIL Service Delivery