Oracle Cloud Service Delivery Management Consultant in Burlington, Massachusetts
Cloud Service Delivery Management Consultant
The Cloud Service Delivery Management Consultant is responsible for managing key customer account and builds strong working relationship with internal and external (where applicable) customer partners.
In this role you will work with cross functional teams to understand their business and how our solutions support their business and what service measures and KPIs/metrics would help show continuous improvement. Coordinate with internal groups to ensure systems and processes are optimized to meet the customer’s and business objectives and clearly measure the required outcomes in the form of scorecards. This position also plays a key role in coordinating and managing creation of performance, quality and operational reports and dashboards for C-levels, Customers and Internal Functional teams.
Key Management responsibility includes:
Participating and managing strategic initiatives and projects that support the optimization and overall delivery quality of the Cloud Service delivery for customers
Work in collaboration with technical teams and optimize the scheduling of resources and overall end to end process from request to delivery of initiatives
Manage and help with key deliverable schedule conflicts and work with cross functional hosting, product management and customer partners towards amicable solutions
Provide leadership and mentoring to experienced and less experienced managers and individual contributors.
Consume and be the voice of customer in enhancing and improving the standard Oracle service management processes that support the rapid growth and improve the overall delivery of Oracle’s cloud solutions to internal service management teams
Be the customer advocate within the cloud service organization
Management of customer escalations and work closely with members of the Cloud Services Delivery organization to support all aspects of SaaS hosting delivery for assigned customer accounts
Skilled at establishing and managing cross functional relationships
Ability to measure cloud KPIs and define new ones as per business needs
Exceptional problem solving, issue resolution and customer service skills
Work with service delivery teams to identify common issues and develop and publish Knowledge Management articles
Responsible for creating customer metrics, analyzing trends and making recommendations to proactively manage customer relationship
Comfortable working in a highly matrix environment
Interpret data, analyze results using statistical techniques and provide ongoing reports
Develop and implement data collection systems and other strategies that optimize statistical efficiency and data quality
Acquire data from primary or secondary data sources and maintain databases/data systems
Identify, analyze, and interpret trends or patterns in complex data sets
Work closely with management towards service level measures and share metrics based dashboards to improve operational excellence
Locate and define new process improvement opportunities
Participate in customer service health and business review internally with the account management team and externally with customer to represent hosting services ( as need arises)
Minimum required: Bachelor’s degree in information systems or related field preferred.
Demonstrated prior management of operational metrics and measures with applied experience on improving service excellence.
Minimum 10 years of work experience with increasing levels of responsibilities as a service delivery manager, customer success manager or technical program management
Excellent analytical and decision-making skills.
Minimum 3 years of demonstrated prior experience of service delivery in a SaaS, IaaS or PaaS delivery organization.
Demonstrates a positive attitude and energy.
Self-motivated, excellent work ethic, goal oriented and strong team player.
Strong written and oral communication skills.
Able to work off hours when needed
Knowledge of ITIL framework.
Ability to work as part of an on call structure for customer issue management
Detailed Description and Job Requirements
To develop and manage the Oracle Support relationship with a designated large account, or small number of medium accounts, throughout the engagement and to maximize the customers’ use of Support Services, drive high degree of satisfaction and referenceability, and to protect and enhance Support revenue streams.
Represent the customer as a single point of contact within Oracle. Manage the contract, or delivery engagement as defined by Oracle Service Support (OSS). Develop and maintain relationships with senior management across lines of business and third parties. Plan and deploy Support activities to ensure effective delivery within agreed budgetary constraints. Advise the account on the effective and efficient way to use Oracle support services and products, tools, systems, interfaces and procedures. Assure and improve the quality of the service, and maintain accurate account information. Assist in the renewal of Support contracts, and contribute to pre-sales activities. Communicate opportunities for customers to engage with Oracle such as technical events and business seminars.
Leading contributor individually and as a team member, providing direction and mentoring to others. Work is non-routine and very complex, involving the application of advanced technical/business skills in area of specialization.
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.
Other Locations: US-MD,Maryland-Columbia
Job Type: Regular Employee Hire