Service Delivery Manager

The Customer Success Services (formerly Advanced Customer Services) is a LOB strongly linked with Oracle Customer Services Organization that establishes long term relationships with many of Oracle’s largest customers in Italy through annual support contracts. The Technical Account Manager works within ACS to deliver proactive and reactive services to ACS customers according with the signed contracts. Technical Account Manager develops and manages the relationship of ACS customers striving to provide a high degree of satisfaction and to protect and enhance CSS revenue and margin streams. scope and responsibilies Manages designated portfolio of contracts and works to objectives, as directed by Oracle Customer Success Services (CSS) line manager. Work closely with customer IT operation department to be able to support them in the Run & Maintain phase: understands the importance for the customer’s business of the environment related to the contract/s is one of the key aspects. Build and/or deliver operational services according with CSS high quality standards Be the single point of contact within Oracle for the customer, acting as their advocate for the service you are responsible for delivering. Plan and deploy resources to ensure effective delivery within agreed budgetary constraints. Maintain the Oracle business systems to ensure they are up to date with the correct/current information (resource assignment, timecards, rates, completion estimates, invoice details etc.) to ensure that services are delivered efficiently, invoices are generated in a timely manner and revenues are recognized promptly. Supports the CSS sales team in selling CSS additional services. Collaborates effectively other Oracle lines of business such Premier Support, SaaS and non-SaaS License Sales and Consulting to enhance the customer experience. Where appropriate create and maintain the CSS service delivery plan. Where appropriate (determined by contact type) create, maintain, communicate and achieve the revenue forecast for each contract. Manages the overall service delivery defined by the contract which in many circumstances will involve parties or resources from other lines of business and/or Oracle business partners. Works closely with other TAMs to identify and develop innovative ways of delivering service to the customer. Manages documentation and uses Oracle business systems as appropriate accountabilities Proactively manage the contract delivery to completion. Proactively report on any potential risks / issues that may impact service delivery or customer satisfaction Manage any customer escalation that may arise Ensure all contract-related systems and documentation either required contractually or as part of a program, are up to date and accurate Monitor and report revenue forecast and margin estimates, revenue and margin achievements for each contract Work in line with customer working practices and procedures, if contractually agreed Operate in line with Oracle CSS’s business processes and procedures Operate in line with Oracle Global and local HR policies and procedures EXPERIENCE and skills A minimum of 5 years experience in operation service delivery is required. Oracle product offering and services knowledge is a key advantage Experience on Enterprise Customers is required ITIL Foundation certification highly desirable Excellent communication / relationship building skills Customer focused and results oriented Ability to work as a team-player as well as on own initiative Ability to work under pressure in escalated situations Ability to have effective communication with the appropriate levels when dealing with complex situations Ability to take ownership of (escalated) problems Organized with strong attention to details Ability to manage multiple concurrent activities (customer engagements) Strong verbal and written communication skills in Italian. Italian mother tongue is a key advantage. Very good verbal and written communication skills in English Detailed Description and Job Requirements This position will be responsible for providing customers with the guidance and support needed throughout the full life cycle of implementation to ensure successful and most effective use of Oracle’s products. In addition, this position will be a leader in ensuring overall customer satisfaction with Oracle’s products and related implementation services. This position will provide customers with regular assessments on the domains of strategy, process, governance, people and technology accompanied by recommendations for improvement in each area. The ATAM will act as the primary liaison between Oracle, the customer, and the system integrator with respect to the implementation. He/she will serve as Oracle’s support/services lead to the customer and provide business process, application functionality, technology, and implementation expertise by delivering a combination of business specifications analysis, technical consulting and project management skills. The TAM is responsible for escalating issues across multiple business units within Oracle (e.g. Technical Support, Expert Services, Sales, Consulting, Product Development, etc.) and marshalling resources as necessary to resolve problems. 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. Demonstrated success at Oracle for at least 3 years and as a Technical Account Manager for at least 2 years, including involvement in at least 5 successful customer deployments. Recommended 7-10 years of professional Information Systems implementation experience. Demonstrated experience in package systems implementation (CRM, ERP, Consulting experiences). Understanding of various technical architectures and operating systems including web-based applications, networks, RDBMS (Oracle, DB2, MS SQL Server), etc. Project Management (PMP) certification or extensive Project Management experience across global and diverse organizations. Industry experience is desired. As part of Oracle’s employment process candidates will be required to successfully complete a pre-employment screening process. This will involve identity and employment verification, professional references, education verification and professional qualifications and memberships (if applicable). Job : Support Travel : Yes, 25 % of the Time Location : IT-Italy Job Type : Regular Employee Hire Organization : Oracle All over the world, people’s lives are better because of Oracle. Want to make a difference? 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