Service Delivery Manager with Oracle Applications experience

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Location: Naperville IL, Dallas TX, or Jasper IN
Position Overview
The Service Delivery Manager is the primary contact for a group Major ISS Managed Services clients. This position possesses strong negotiation skills and exhibits excellent interpersonal and customer relations skills at all times. The Service Delivery Manager has demonstrated expert skills in communications, both verbal and written, and will possess strong negotiation skills in order to prioritize the client requests with the assigned technical staff, and escalating the need for additional resources whenever required. The ability to set multiple priorities for multiple clients and execute in a timely manner is essential to be successful in this position. Skill in reading and interpreting contracts, managing to the scope of the contract and working with assigned team members to meet the obligations of the client contracts is required to insure work is being tracked and invoiced correctly.
The Service Delivery Manager will focus on establishing and maintaining positive client relationships from an operational and strategic perspective. They will utilize client relationship management skills to maintain and renew existing contracts, as well as to obtain additional revenue within the assigned account workload. The Service Delivery Manager will work with senior and executive management to ensure that necessary resources and support will be provided to the client as required.
The Service Delivery Manager must be a leader dedicated to above standards results and effective management of all cross-functional teams and the client. Ongoing effort is required to continually meet and exceed the client’s expectations related to the work that is requested of the ISS functional and technical resources. Other responsibilities of this position include the ability to not only prioritize client requests, but to summarize the work effort and status of each issue in client calls and within manager weekly meetings. This position requires a keen sense of organization to create, maintain and file written documents with the appropriate level of detail required to provide the information that is expected of the audience to which the communication is intended.
The Service Delivery Manager will possess significant Oracle EBS Functional and/or Technical expertise to identify prospective ISS customer revenue opportunities. The candidate must be able to engage client Senior/Executive Management in Strategic and planning conversations. This Service Delivery Manager will strive to grow his/her expertise in the Oracle arena and relevant industries whenever possible using the internal tools available and our staff’s wealth of knowledge. Work activity is split between respective ITC Office and onsite at client office.
Essential Job Functions
• Demonstrate the concepts and principals of Project Management including:
o Business objectives and core themes
o Scope, approach and assumptions
o Critical success factorso Change management strategy
o Organization and management tools/methodologies
o Communication and risk control
o Decision making and escalation
o Quality and customer satisfaction
• Work well with personnel both internally and externally, providing adherence to and communication based on the documented ISS policies and procedures.
• Accept responsibility and take ownership for the appropriate communication, notification and escalation of client issues throughout the ISS organization.
• Motivate others and maintain a positive and supportive working environment at all times to encourage a positive work environment for the rest of the ISS team given the ISS Project Manager is a perceived leader within the organization.
• Possess the ability to grasp new concepts quickly, welcoming new tasks and work on a daily basis.
• Welcome challenges and difficult situations to resolve those issues in the most efficient and timely manner possible, providing communication and leadership throughout the issue resolution process.
• Assist other departments within the IT Convergence organization in addressing the needs and ongoing support of the ISS clients including Finance (billing and collections), Professional Services and Technology Services (coordination of ISS support in conjunction with consulting activities).
• Provide thorough follow-through and follow-up on work with a sharp focus on execution and results.
• Possess strong organizational and detail-oriented skills both personally and from a client relationship perspective.
• Must be relentless on follow-through and communication of status to others.
• Strong sense and understanding of the Oracle suite of products required to assist in securing new ISS client and prospect revenue.
• Possess and utilizes strong negotiation skills to be able to prioritize work and get required information.
• Successfully manage and be the subject expert on contracts scope and service level agreements
• Possess strong analytical and presentation skills
• Possess executive level communication skills
Non-essential Job Functions
• Review technical and business research papers, reports and data trends to develop innovative approaches to problem solving in Oracle application’s environments.
• Participate in Oracle conferences and forums to remain current with technology and new features Certification in Project Management disciplines (PMP, CAPM, Six Sigma, etc.) Lead a PM team
Requirements
• Conduct briefings through written status reports and/or verbal communications to management regarding customers and staff
• Conduct weekly or periodic customer status meetings on predefined schedules utilizing standard document templates
• Ensure customer satisfaction and delivery of services
• Ensure task level efficiency and compliance with policies and procedures
• Recommend changes and improvements to management regarding departmental policies and service delivery issues to improve productivity
• Regularly review customer requirements to determine current and future needs and develop tasks specific to mutually agreed upon task agendas
• Track and review work progress and final work product to ensure accurate and timely completion of work
• Review and proofread documents to ensure completeness, accuracy and compliance with ISS standards
• Remain current on job-specific procedures through training courses, professional organizations, books, magazines, etc. to apply appropriate methodologies
• At least Seven Years proven Oracle Applications and Database Implementation experience in at least 2 of the following industries: Manufacturing, Distribution, Education, Professional Services, Automotive, Government, Financial or Hospital/Medical Services
• Oracle EBS Functional or Technical skills with a proven expertise in one or more of the following areas: Finance, Supply Chain, Manufacturing (Discrete or OPM ), CRM (Service or Sales), Oracle Tech Stack (PL/SQL, SOA, RDBMS, OA Framework or ADF)
• Experience managing Oracle R12 projects is highly desired.
• Solid experience managing a diverse team of multi-cultural talent addressing technical, development and functional Oracle expertise through a successful project managed within a solid scope, on time and under budget. Experience must include pre-implementation planning and contracting, implementation and post-production support
• Experience in driving additional revenue within client accounts. Illustrate methodology that was utilized to address engagements with customers resulting in additional revenue for your organization
• Ability to manage several ongoing projects in different phases, addressing the multitude of issues that can present themselves with customer or company personnel
Fritzy Esmundo
IT Convergence
320 Main St
De Pere, WI 54115
****
Web: ****

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