Oracle Service Delivery Manager

As an experienced Service Delivery Manager (SDM) at Centroid, you will be responsible for managing and developing support relationships, ensuring the delivery of managed service offerings, and maintaining strong client relationships. Your role involves coordinating support resources, facilitating communication with customers and internal partners, and leading team training to ensure familiarity with IT service delivery processes. You will oversee 24x7 support operations delivered by a global team, design governance models for SLA-based contracts, and drive cross-functional interaction for successful service delivery. Key Responsibilities: - Coordinate support resources and facilitate communication with customers, partners, and vendors. - Lead team training to ensure familiarity with IT service delivery processes and best practices. - Manage and oversee 24x7 support operations delivered by a global team. - Design and follow appropriate governance models for SLA-based support contracts. - Drive cross-functional interaction for successful and timely delivery of high-quality support services. - Ensure effective monitoring, control, and support of service delivery through specified systems, processes, and methodologies. - Manage multiple client engagements simultaneously and provide regular operational reporting. - Ensure timely and accurate monthly billing in accordance with client contracts. - Define and implement processes for a global support center's functioning. - Identify areas for process improvement and lead efforts to implement and measure improvements. - Track, manage, negotiate, and maintain client Statements of Work (SOWs), budgets, and project resource timesheets. - Communicate potential needs for change orders with clients based on new support needs or projects. - Maintain knowledge of the latest industry technologies and Centroid Service Offerings. - Collaborate with Centroid Consulting and Sales organizations on sales pursuits for Managed Services opportunities. Qualifications Required: - Minimum of 10 years of industry experience in delivering Enterprise IT Services. - Experience managing teams within an organization utilizing Oracle EBS. - 3 to 5 years of experience managing teams in an IT Service Delivery organization within a Managed Services environment. - Knowledge of Oracle applications, databases, infrastructure solutions, cloud, and systems integration. - Demonstrable experience in managing customers and delivering IT services. - Strong people management skills. - Strong written and oral communication skills. Preferred Skills: - ITIL Service Delivery qualification is desirable. - Experience working with multiple Cloud service providers including AWS, Google Cloud. This role will offer you the opportunity to work with cutting-edge technologies, manage diverse client engagements, and contribute to the growth and success of Centroid's Managed Services. As an experienced Service Delivery Manager (SDM) at Centroid, you will be responsible for managing and developing support relationships, ensuring the delivery of managed service offerings, and maintaining strong client relationships. Your role involves coordinating support resources, facilitating communication with customers and internal partners, and leading team training to ensure familiarity with IT service delivery processes. You will oversee 24x7 support operations delivered by a global team, design governance models for SLA-based contracts, and drive cross-functional interaction for successful service delivery. Key Responsibilities: - Coordinate support resources and facilitate communication with customers, partners, and vendors. - Lead team training to ensure familiarity with IT service delivery processes and best practices. - Manage and oversee 24x7 support operations delivered by a global team. - Design and follow appropriate governance models for SLA-based support contracts. - Drive cross-functional interaction for successful and timely delivery of high-quality support services. - Ensure effective monitoring, control, and support of service delivery through specified systems, processes, and methodologies. - Manage multiple client engagements simultaneously and provide regular operational reporting. - Ensure timely and accurate monthly billing in accordance with client contracts. - Define and implement processes for a global support center's functioning. - Identify areas for process improvement and lead efforts to implement and measure improvements. - Track, manage, negotiate, and maintain client Statements of Work (SOWs), budgets, and project resource timesheets. - Communicate potential needs for change orders with clients based on new support needs or projects. - Maintain knowledge of the latest industry technologies and Centroid Service Offerings. - Collaborate with Centroid Consulting and Sales organizations on sales pursuits for Managed Services opportunities. Qualifications Required: - Minimum of 10 years of industry exp