Customer Delivery Head TECHM

Oracle Service Delivery Manager

Overall, 20 plus years of IT (Oracle ERP) experience and minimum 10 years' experience in managing large teams (50+) as part of an IT Service Delivery organization.

Excellent knowledge of Oracle Applications (for example, E-Business Suite, SaaS ERP – SCM, FIN HCM, MFG) & Other 3rd party application

Coordination of support resources & inflight project team, as well as, facilitating the communication with customers, internal partners, and vendors.

Lead team training to ensure team is familiar with IT service delivery processes and best practices. Maintain knowledge set and capabilities of team functions, Operations Support and People Management.

Manage and Oversee 24x7 Support Operations delivered by a Global Team.

Design and follow appropriate governance model/plan for SLA based support contracts.

Drive cross functional & technical interaction to ensure successful and timely delivery of high-quality support services.

Ensure that systems, processes, and methodologies, as specified, are followed to ensure effective monitoring, control and support of service delivery.

Manage regular internal and customer facing operational reporting including system uptime and utilization, incident management, resource forecasting and utilization and overall account status.

Define and implement the required processes to enable the functioning of a global support center.

Ensure excellence in service delivery to ensure customer satisfaction and minimize down time. Identify areas for process improvement to ensure that teams are improving performance and service quality. Lead efforts at client engagements and across to implement and measure the improvements.

Track, manage, negotiate, and maintain client SOWs (Statements of Work), budgets, and project resource timesheets.

Communicate potential needs for change orders with clients based upon new support needs or projects.