Location: Beijing, China
KEY OBJECTIVE:
The Service Delivery Manager (SDM) role is a new role within Oracle Support Services, and is part of a new initiative called the Enterprise Support Programme.
The SDM will work closely with up to three selected customers and will normally be assigned to a customer for the duration of the implementation (and possibly transition) stages of an e-Business suite implementation.
The customer will not be charged for this service and the objectives of the SDM are to improve customer satisfaction and make the customer a good reference account for Oracle.
RESPONSIBILITIES:
* Act as the key contact for the customer within Oracle Support
* Establish a strong, relationship with the primary customer contacts and act as the customers advocate within Oracle Support whenever necessary
* Apply best practices in supporting e-Business Suite implementations and assist the customer to set up an effective infrastructure to take advantage of these best practices.
* Be pro-active and customer orientated, engaging customers before problems arise, rather than after.
* Endeavour to ensure that the customer does not become critical.
* Work with agreed senior contacts in the client's organisation to deliver a value based service and constantly review the service for suitability and performance.
* Establish terms of reference with the customer and provide regular progress reviews to the customer, the local CSO and the Enterprise Support practice in line with these terms of reference
* Develop an understanding of the customer's key drivers in relation to the project and more broadly to develop a value based relationship to allow the most effective deployment of Support services for the customer.
* Work with the Support Sales team to shape support solutions to satisfy the customers changing requirements
* Identify future revenue opportunities in all LOBs
* Participate in virtual teaming X-LOB, especially on account planning, communication of opportunities and communication of risks, issues and problems.
PERSONAL ATTRIBUTES:
* Outstanding inter-personal and communication skills
* Commercially aware with some project management experience
* Not primarily a technical role but demonstrable knowledge of services environments a must eg. Support Systems and their interfaces, significant components of the customer's architecture , awareness and ability to articulate best practice and engage with the customer in these areas.
* Understanding of the business functionality of Oracle Applications a distinct advantage
* Strong team player
* Effective networking across LOB and within the customer
* Prepared to challenge and demonstrate sound logical approach to problem resolution
* Confident to operate at senior level within Customer and Oracle Corporation
* Ability to operate effectively under pressure.
* Fluency in written and verbal Mandarin and English
EXPERIENCE:
Minimum of 5 years in client facing roles ideally in roles which include accountability for quality of software service delivery
Minimum of 10 years in the IT industry (preferably using Oracle technology but this is not a prerequisite)
Telecom industry background is preferred.
Educated to degree level or equivalent
This role offers ongoing career training, interesting cross-cultural work and the chance to be part of a high performing team environment. Should you be interested in our above openings, please send your English & Chinese resume to the mailbox at lily.fu@oracle.com as soon as possible. Kindly put the subject title of your email application as: SDM_BJ_51job for easy reference.
*As the above positions are one of high trust and confidence and provide you with access to confidential client and company proprietary information, pre-employment screening is an essential component of the recruitment process and selection |
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