Oracle Cloud Service Delivery Management Consultant in Budapest, Hungary
Cloud Service Delivery Management Consultant
Cloud Service Delivery ManagementConsultant
The Cloud Service Delivery
Management Consultant is responsible for administering process and problem
management, developing business analytics across the department and building strong
working relationships with other teams.
In this role you will work with cross functional teams to understand their
business, how our solutions support their business and what service measurements
and KPIs/metrics would help show continuous improvement. Coordinate with
internal groups to ensure systems and processes are optimized to meet the
customer’s and business objectives and clearly measure the required outcomes.
This position also plays a key role in coordinating and managing creation of
performance, quality and operational reports and dashboards for Management,
Customers and Internal Functional teams.
Key Management responsibility includes:
- Participating and managing strategic initiatives and
projects that support the optimization and overall delivery quality of the
Cloud Service delivery for customers
- Work in collaboration with technical teams and optimize the
scheduling of resources and overall end to end process from request to delivery
- Manage and help with key deliverable schedule conflicts and
work with cross functional hosting, product management and customer partners
towards amicable solutions
- Provide leadership and mentoring to experienced and less
experienced managers and individual contributors.
- Drive improvement of the overall delivery of Oracle’s Cloud
- Management of customer escalations and work closely with
members of the Cloud Services Delivery organization to support all aspects of
SaaS hosting delivery for assigned customer accounts
- Skilled at establishing and managing cross functional
- Ability to measure cloud KPIs and define new ones as per
- Exceptional problem solving, issue resolution and customer
- Work with service delivery teams to identify common issues
and develop and publish Knowledge Management articles
- Responsible for creating customer metrics, analyzing trends
and making recommendations to proactively manage customer relationship
Comfortable working in a highly matrix environment
Interpret data, analyze results using statistical
techniques and provide ongoing reports
- Develop and implement data collection systems and other
strategies that optimize statistical efficiency and data quality
- Acquire data from primary or secondary data sources and
maintain databases/data systems
- Identify, analyze, and interpret trends or patterns in
complex data sets
- Work closely with management towards service level measures
and share metrics based dashboards to improve operational excellence
Locate and define new process improvement opportunities
Participate in internal customer service health and
- Minimum required: Bachelor’s degree in information systems
or related field preferred.
- Demonstrated prior management of operational metrics and
measures with applied experience on improving service excellence.
- Minimum 10 years of work experience with increasing levels
of responsibilities as a service delivery manager, customer success manager or
technical program management
Excellent analytical and decision-making skills.
Minimum 3 years of demonstrated prior experience of service
delivery in a SaaS, IaaS or PaaS delivery organization.
Demonstrates a positive attitude and energy.
Self-motivated, excellent work ethic, goal oriented and
strong team player.
Strong written and oral communication skills.
Able to work off hours when needed
Knowledge of ITIL framework.
Detailed Description and Job Requirements
To develop and manage the Oracle Support relationship with a designated large account, or small number of medium accounts, throughout the engagement and to maximize the customers’ use of Support Services, drive high degree of satisfaction and referenceability, and to protect and enhance Support revenue streams.
Represent the customer as a single point of contact within Oracle. Manage the contract, or delivery engagement as defined by Oracle Service Support (OSS). Develop and maintain relationships with senior management across lines of business and third parties. Plan and deploy Support activities to ensure effective delivery within agreed budgetary constraints. Advise the account on the effective and efficient way to use Oracle support services and products, tools, systems, interfaces and procedures. Assure and improve the quality of the service, and maintain accurate account information. Assist in the renewal of Support contracts, and contribute to pre-sales activities. Communicate opportunities for customers to engage with Oracle such as technical events and business seminars.
Job duties are varied and complex utilizing independent judgment. May have project lead role.
As part of Oracle's employment process candidates will be required to complete a pre-employment screening process, prior to an offer being made. This will involve identity and employment verification, salaryverification, professional references, education verification and professional qualifications and memberships (if applicable).
Other Locations: HU-HU,Hungary-Budapest, GB-GB, UK-London, IE-IE,Ireland-Dublin, GB-GB, UK-Reading
Job Type: Regular Employee Hire