Principle Service Delivery Manager at Oracle

OVERALL RESPONSIBLBITIY

Develop and manage the Oracle Managed Cloud Services (OMCS) relationship with designated account(s) throughout the engagement in order to maximise the customers' use of OMCS Services, drive high degree of satisfaction and referenceability, and to protect and enhance OMCS revenue streams

RESPONSIBILITIES:

• Representing the customer within Oracle and act as their advocate
• Managing the contract or delivery engagement as defined by OMCS line management, including creating and maintaining accurate service documentation
• Acting as an ambassador and primary contact for OMCS
• Developing cross team relationships, and work with these teams in delivering a comprehensive service to the customer
• Developing and maintaining relationships with senior management across lines of business within the designated account(s) and relevant third parties
• Establishing a relationship with the account(s) in order to encourage participation in development activities
• Offering and delivering change management advice to the account
• Planning and deploying appropriate OMCS activities to ensure effective delivery within agreed budgetary constraints
• Establishing and communicating the Service spectrum within the account(s) and identify potential sales opportunities
• Ensuring the OMCS strategy complements and enhances the overall account strategy
• Advising the account on the most effective and efficient way to use Oracle support services and products
• Establishing the account(s) as a referenceable customer
• Assuring and improving the quality of the service and maintain accurate account information
• Assisting in renewal of OMCS contracts and contribute to pre-sales activities
• Identifying additional opportunities for customers to engage with Oracle, such as technical events and business

ACCOUNTABILITIES:

• Work with other Oracle lines of business to create and maintain the Account Plan for each relevant account(s)
• Provide regular progress reviews and share information, methodologies and good practice to the account(s) and the relevant Oracle lines of business
• Ensure all account(s) have up-to-date information and knowledge in all relevant Oracle products and services
• Ensure all service components and documentation required, either contractually or as part of a programme, are developed and maintained.
• Monitor OMCS service effort and report against agreed budget(s)
• Manage revenue and margin for account contracts
• Create and maintain accurate customer information using Customer Intelligence tools
• Work in line with customer working practices and procedures, if contractually agreed
• Operate in line with Oracle's business processes and procedures