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Job Description

Our customers will measure our contribution to their success based on the value they receive from our services. Service Delivery Managers are responsible for the overall governance and technical service delivery. They help customers maximize the business value of their Oracle investments, achieving the desired business outcomes while minimizing risk. To do this, SDMs 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, and Cloud (SaaS/PaaS/IaaS) services that SDMs may manage in full or in part.

CSS customers base represent the top and the best on each market (Finance, Utility, Telco, Public Sector, etc.). Selected candidate will operate mainly on northern Italy based clients.

Career Level - IC4

Responsibilities

• Develop and Manage the Oracle Customer Relationships by forming long term customer relationships with key customer contacts. Work is non-routine and complex, involving the application of advanced technical/business skills in area of specialization. Understand customer’s industry drivers, organization structure and key stakeholders, key projects and goals, and critical success factors as well as technical infrastructure and roadmap.

• Work collaboratively with sales, the delivery teams and customers to identify appropriate solutions.

• 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.

• Conduct periodic Service Account Planning and Account Reviews.

ACCOUNTABILITIES

• Proactively manage the contract delivery to completion.

• Proactively report on any potential risks / issues that may impact service delivery or customer satisfaction

• Manage any customer escalation that may arise

• Monitor and report revenue forecast and margin estimates, revenue and margin achievements for each contract

• Operate in line with Oracle CSS’s business processes and procedures

• Operate in line with Oracle Global and local HR policies and procedures

EXPERIENCE AND SKILLS

• A minimum of 6 years experience in operation service delivery is required

• Oracle product offering and services knowledge is a key advantage

• Experience on Enterprise Customers is required

• Customer focused and results oriented

• Ability to work under pressure in highly escalated situations

• Ability to have effective communication with the appropriate levels when dealing with complex situations

• Ability to take ownership of (escalated) problems

• Ability to work as a team-player as well as on own initiative

• Decision making / problem solving skills

• Excellent communication / relationship building skills

• Strong verbal and written communication skills in Italian. Italian mother tongue is a key advantage.

• Very good verbal and written communication skills in English

• ITIL Foundation certification highly desirable

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About Us

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Disclaimer:

Oracle is an Equal Employment Opportunity Employer*. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans’ status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.

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