Oracle服务交付经理
Oracle Service Delivery Manager
在过去的20多年里，Centroid 帮助复杂企业通过实施和管理基于云的业务解决方案来加速数字化转型。我们专注于咨询、部署、迁移、集成和托管服务。我们的目标是为客户提供卓越的服务，同时为员工提供持续的成长和成功。
职位类型：全职员工
出差：100% 远程办公
职位描述：
SDM 负责管理和开发 Centroid 的支持关系，并在多个客户项目中交付 Centroid 的托管服务产品。建立并维护牢固的客户关系是关键，以确保 Centroid 成为值得信赖的顾问和客户业务目标的推动者。SDM 根据商定的服务级别协议规划和部署支持服务，并确保交付成果的达成。该职位还包括客户管理职能，作为项目、计划、客户和支持资源之间的纽带，旨在拓展客户关系和 Centroid 的影响力。
日常职责：
· 协调支持资源，并促进与客户、内部合作伙伴和供应商的沟通。
- 领导团队培训，确保团队熟悉 IT 服务交付流程和最佳实践。维护团队功能的知识集和能力。
- 运营支持和人员管理。
- 管理和监督由全球团队提供的 24x7 支持运营。
- 设计并遵循基于 SLA 的支持合同的适当治理模型/计划。
- 推动跨职能互动，以确保高质量支持服务的成功和及时交付。
- 确保按照规定执行系统、流程和方法，以确保有效监控、控制和支持服务交付。
- 管理定期的内部和面向客户的运营报告，包括系统正常运行时间和利用率、事件管理、资源预测和利用率以及整体账户状态。
- 负责根据客户合同及时准确地进行月度计费。这包括对资源时间及工时表的定期审查和管理。
- 定义并实施必要的流程，以支持全球支持中心的运作。
- 确保服务交付的卓越性，以确保客户满意度并减少停机时间。识别流程改进的领域
查看英文原文
For 20- plus years Centroid has helped complex companies accelerate their digital transformation by implementing and managing Cloud-based business solutions. We specialize in advisory, deployment, migration, integration and managed services. Our goal is to provide superior service to our clients while providing our employees with continued growth and success.
Job Type: Full Time Employee
Travel: 100% remote
Position Description:
The SDM is responsible for managing and developing Centroid’s support relationship and the delivery of Centroid’s managed service offerings across multiple client engagements. Establishing and maintaining strong client relationships is key in order to certify Centroid as a trusted advisor and proponent of our customers’ business goals. The SDM plans and deploys support services as defined by the agreed upon Service Level Agreement and ensures deliverables are met. This role also includes an account management component by providing the link among projects, programs, clients, and support resources with the intent to grow client relations and Centroid’s footprint.
Day to Day 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.
Travel: 10% or less
Required Skills:
· A minimum of 10 years of applicable industry experience in delivering Enterprise IT Services.
- 3 to 5 years managing teams as part of an IT Service Delivery organization.
- Proven ability to manage multiple accounts and engagements across multiple industries and technologies.
- Demonstrable experience managing customers and delivery of IT services.
- Proven people management skills.
- Must possess strong written and oral communication skills
Preferred Skills:
· ITIL Service Delivery qualification is desirable.
- Experience managing projects utilizing Oracle technology - strongly preferred.
- Expertise in Oracle application, database and infrastructure solutions, cloud, systems integration – strongly preferred.
- Experience working multiple Cloud service providers including AWS, Google Cloud,
Education:· Bachelors Preferred
Originally posted on Himalayas