Service Delivery Manager

Job Description

We are looking for a proactive and experienced Service Delivery Manager (SDM) to join our team, responsible for managing the delivery of high-quality services to our clients within the Pacific Standard Time (PST) zone. The SDM will ensure client satisfaction, meet service level agreements (SLAs), and lead the service delivery team to success. This is a client-facing, operational leadership role that requires a blend of strategic thinking, operational management, and excellent communication skills.

KEY RESPONSIBILITIES

• Responsible for overall operations of the support engagement leading onshore and offshore IT professionals to deliver Oracle cloud and application support services to client.
• Develop and manage service delivery processes, methodologies, and best practices to optimize efficiency and quality.
• Identify opportunities to improve service delivery processes and customer satisfaction.
• Implement service improvements and track the results to ensure measurable outcomes.
• Work closely with clients to understand their needs and expectations, and proactively address any concerns or challenges that arise
• On-shore point of contact for Customer manager(s) [key relationship owners of support services engagement]
• Oracle EBS or Cloud Fusion experience in either SCM, Finance Or HCM is preferred.
• Co-ordinate with internal SME's (Subject Matter Experts) and Customer for Quarterly Release Updates from Oracle.
• Oversees resource allocation / management of work stream execution
• Facilitates meeting / reporting cadence detailed in "reporting and reviews" section
• Enforces Apps Associates support methodologies
• Establishes support structure for engagement (processes / procedures)
• Should have experience with a global support model (onsite-offshore model) to provide seamless support to customers
• Experience in creating customer metrics, analyzing trends and making recommendations to proactively manage customer relationships
• Responsible for ensuring that the agreed support services are fulfilled ,that customer expectations are met and issues are resolved within the SLA's that are documented in the contract.
• Ensures effective communication with customer stakeholders to ensure problem resolution
• Updates / enhances support structure as needed
• Serves as an escalation point for Customer manager(s)
• Coordinates workload with subject matter experts
• Experience with Service Now ticketing system is an added advantage.

Note: Nothing in this job description restricts managements right to assign or reassign duties and responsibilities to this job at any time. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability veteran status or other protected class. Apps Associates is an at-will employer. Nothing in this job description shall be interpreted to be in conflict with or to eliminate or modify the at will employment status.

**** Equal Opportunity Employer Veterans/Disabled