Service Delivery Manager

Group Description

Oracle Financial Services Global Business Unit (FSGBU) is a world leader in providing IT solutions to the Financial Services industry. Oracle's customers include ten of the top ten Global Banks, ten of the top ten Insurance companies, ten of the top ten Securities firms, five of the top five Mutual Fund companies and four of the top five World Stock Exchanges.

With the experience of delivering value-based IT solutions to over 840 financial institutions in over 130 countries, the FSGBU understands the specific challenges that financial institutions face: the need for building customer intimacy and competitive advantage through cost-effective solutions while, simultaneously, adhering to the stringent demands of a dynamic regulatory environment. Our solutions have the world's most comprehensive and contemporary banking applications and provide a technology footprint that addresses their complex IT and business requirements

Banking Consulting NACA which is a part of Americas Region under 'FSGBU - Consulting' delivers Oracle Technology and Applications solutions for clientele in the North America, South America and Caribbean region. The service offerings include Application Implementation, Managed Services and Customization development services for Oracle Financial Services Software Banking products.

Your Opportunity

Opportunity to manage clients/accounts within a software delivery organization providing post-production support services, delivering requisite SLAs, facilitating their requests for change, service issues, SLA uptimes, reporting and strengthening the client relationship. We will be servicing for clientele in the North America, South America and Caribbean region.

Junior Service Delivery Managers (Jr.SDM) will work closely under the Service Delivery Manager (SDM) and together are the key account contacts for day to day management of our clients; they will work with the client to provide a consistently high level of service delivery across all areas of business as-usual interaction.

• Jr.SDM will manage a mixture of large and small banking clients.
• Manage the client relationship from a service quality and operations perspective and ensure Oracle delivers to its service level agreements at minimum.
• Act as the client advocate on operational and service management matters.
• Lead customer interaction on service-related issues and orchestrate actions within Oracle to ensure quick resolution.
• Be commercially minded and work in close proximity with the account management team to position Oracle strongly for business retention, contract renewal and service extension.
• Have an understanding of both the business and technical aspects of working with the client.

Your Responsibilities

Your responsibilities include:

• Work in liaison with SDM for the accounts assigned.
• Have a detailed knowledge of the services provided to each account.
• Understand the effect a service outage may have from the client perspective.
• Be responsive to the client in any and all requests or issues.
• Serve as an escalation point for customer concerns if/when they arise
• Act as an escalation point for issues reported into the Technical Teams.
• Provide weekly/monthly client reports on service requests and issues.
• Hire, train, coach & develop team members
• Update ticket tracking systems for requests and issues (ensuring client visible comments are accurate, relevant and dated correctly).
• Liaise with technical teams for most recent updates and gain an understanding of the outstanding deliverables.
• Ensure timescales are within reach and if not update reports to reflect Oracle ability to deliver.
• Hold weekly/monthly meetings with client both in person (If required) and by conference call.
• Document meeting minutes and outcomes and ensure actions are completed.
• Timely and escalated where needed to line management.
• Ensure any change of scope is referred-back to the account manager for billable services.
• Ensure tasks are allocated and being progressed effectively.
• Build relationships and rapport with key client contacts.
• Become internal expert on supporting FLEXCUBE software
• Enforce standard methodologies, processes and tools
• Help develop account strategy and plan that best leverages company's resources and strategies to meet customer expectations

Your Qualifications

• 8 to 10 Years of Experience in financial services project.
• Effective verbal and written communication skills in English
• Excellent people management skills; experience in setting up and nurturing teams.
• Ability to form sound relationships with customers and build trust / rapport.
• Ability to work proactively to develop the relationship.
• Ability to respond appropriately to client queries and deal with complaints.
• Ability to anticipate client needs and to exceed expectations.
• Must be able to work within a matrix organization – balancing the needs of the customer and LOB initiatives and goals
• Ability to make decisions, such as prioritize relationships to develop, negotiate with customers and overcome obstacles
• Ability to prioritize, organize and manage a complex and sometimes conflicting workload, and to work well under pressure.
• Identify, manage and resolve complex issues, preventing escalations, where possible
• Manage, negotiate and resolve project risks effectively
• Enthusiastic and self-motivated

Soft/Behavioral Skills

• Works under pressure and can manage SLA's
• Customer-friendly communication and attitude
• Strong analytical skills, attention to detail - a problem solver
• Excellent organization skills, ability to systematize and prioritize.
• Customer service experience and problem-solving skills.
• Patience and understanding.
• Investigation and diagnostic skills.
• Ability to multi-task and work with team to meet deadlines
• Leader and team player
• Create an open, honest, accountable and collaborative team environment

Experience

• 10 Years of Experience in financial services projects.
• Experience of managing teams (comprising of remote teams) and proven managerial records is an added plus.

Educational and Other Qualifications

• Master's in computer application (MCA) or Engineering in computer science field or BS Computer Science with a 3.0 GPA or other relevant degree.

Work Environment

• Should be willing to work remotely as well as travel to client locations
• Should be willing to take up FLEXCUBE Technical certifications in functional areas as and when required.
• Ability to work in a high pressure, fast moving and challenging environment
• Ready for on call support during off business hours on a need basis
• Team player

Job Location: - India (Bangalore, Mumbai, Chennai)

Career Level - IC2

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Your Responsibilities

Your responsibilities include:

• Work in liaison with SDM for the accounts assigned.
• Have a detailed knowledge of the services provided to each account.
• Understand the effect a service outage may have from the client perspective.
• Be responsive to the client in any and all requests or issues.
• Serve as an escalation point for customer concerns if/when they arise
• Act as an escalation point for issues reported into the Technical Teams.
• Provide weekly/monthly client reports on service requests and issues.
• Hire, train, coach & develop team members
• Update ticket tracking systems for requests and issues (ensuring client visible comments are accurate, relevant and dated correctly).
• Liaise with technical teams for most recent updates and gain an understanding of the outstanding deliverables.
• Ensure timescales are within reach and if not update reports to reflect Oracle ability to deliver.
• Hold weekly/monthly meetings with client both in person (If required) and by conference call.
• Document meeting minutes and outcomes and ensure actions are completed.
• Timely and escalated where needed to line management.
• Ensure any change of scope is referred-back to the account manager for billable services.
• Ensure tasks are allocated and being progressed effectively.
• Build relationships and rapport with key client contacts.
• Become internal expert on supporting FLEXCUBE software
• Enforce standard methodologies, processes and tools
• Help develop account strategy and plan that best leverages company's resources and strategies to meet customer expectations

Career Level - IC2