Service Delivery Manager

Responsibilities:

• Manage the customer in accordance with the contract
• Manage the delivery engagement as defined by MCS processes & tools, including creating and maintaining accurate service documentation
• Co-ordinate the resources required to deliver the service to the allocated customer(s)
• Assuring and improving high quality of MCS service.
• Manage the contractual commercials, ensuring that the margin is maintained & developing plans to improve margin where appropriate
• Manage commercial aspects of the contract such as rebates, storage costs, work packages, etc.
• Assisting in the renewal of MCS contracts and contributing to pre-sales activities
• Develop strategic relationships with senior members i.e. CIO, CTO of the customer management team.
• Represent the customer within Oracle and act as their advocate
• Developing cross-team or 3rd party relationships, and working with these teams in delivering a comprehensive service to the customer
• Developing and maintaining relationships with senior management across Oracle lines of business within the designated account(s)
• Advising the account on the most effective and efficient way to use Oracle services and products
• Establishing and communicating the Oracle service spectrum within the account(s) and identifying potential sales opportunities