What are the responsibilities and job description for the Oracle Cloud - Service Delivery Manager position at Cloud Talent?
Our client seeks a Service Delivery Manager to manage support of Oracle Cloud ERP projects, providing status and guidance to clients. This is a full-time employment role.
Some of the tasks and responsibilities:
Some of the tasks and responsibilities:
- Responsible for overall operations of the support engagement
- Oversee resource allocation / management of work stream execution
- Establishes support structure for engagement (processes / procedures)
- Should have experience with a global support model (onsite-offshore model) to provide seamless support to customers
- Experience in creating customer metrics, analyzing trends and making recommendations to proactively manage customer relationships
- Responsible for ensuring that the agreed support services are fulfilled ,that customer expectations are met and issues are resolved within the SLA's that are documented
- Ensures effective communication with customer stakeholders to ensure problem resolution
- Updates / enhances support structure as needed
- Serves as an escalation point for Customer manager(s)
- Coordinates workload with subject matter experts
- BS degree and minimum 5 years of experience
- Experience in an Oracle Cloud ERP environment is ideal, or at least experience with ERP systems (EBS, JDE, SAP, etc)
- Excellent written and verbal communication skills
- Experience with Service Now ticketing system is an added advantage