Service Delivery Manager

Job summary
Primary point of contact responsible for overall delivery and customer satisfaction of managed services engagementsDevelops a "trusted advisor" relationship with partner Customer Operations ManagerResponsible for overall ongoing operational management for Oracle Utilities applications
Job seniority: mid-to-senior level
Responsibilities
• Oversight of the managed services engagement at the client• Responsible for overall health of the relationship with the customer• Oversight of all operational activities• Oversight of all functional support and development activities• Develop roadmap for evolution of client's use of enterprise software• First point of contact in case of dispute with the customer• Oversight of sub-contracted Oracle organizations• Oversight of all staff assigned to the managed services engagement• Responsible for clarity of communication of expectations, obligations, and requirements• Responsible for planning and scheduling short and medium-term activities• Responsible for maintaining a staffing plan for the engagement• Responsible for meeting P&L targets on engagements• Responsible for maintaining and updating the Governance Plan• 50% travel
Requirements
• 7+ years of professional experience in an operations management role supporting enterprise software• 5+ years of professional experience in supporting enterprise software• 5+ years of experience in delivery management and consulting of multiple concurrent and/or large accounts• 5+ years of experience handling complex topics to a variety of audiences• 3+ years of experience leading internal teams and managing performance• 50% travel• PMP (Project Management Professional) and ITIL v4 foundation certification is a plus
Key Skills Needed
• Operations management• Customer relationship management• Project management• Communication• Staffing and resource management• Financial planning• Governance
Benefits
• Medical, dental, and vision insurance• Short term and long term disability• Life insurance and AD&D• Flexible spending accounts• Pre-tax commuter and parking benefits• 401(k) Savings and Investment Plan with company match• Paid time off and holidays• Paid sick leave and parental leave• Adoption assistance• Employee Stock Purchase Plan• Financial planning and group legal• Voluntary benefits including auto, homeowner, and pet insurance