Our client seeks a Service Delivery Manager to manage support of Oracle Cloud ERP projects, providing status and guidance to clients. This is a full-time employment role.

Some of the tasks and responsibilities:

• Responsible for overall operations of the support engagement
• Oversee resource allocation / management of work stream execution
• 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
• 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

Requirements:

• BS degree and minimum 5 years of experience
• Experience in an Oracle Cloud ERP environment is ideal, or at least experience with ERP systems (EBS, JDE, SAP, etc)
• Excellent written and verbal communication skills
• Experience with Service Now ticketing system is an added advantage