Managed Services-Oracle PPM Consultant

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The Managed Services Oracle PPM (Project Portfolio Management) Functional Associate Manager is responsible for overseeing the delivery of managed services to a portfolio of +/-10 clients and ensuring the overall success of the managed services department within an organization. This role involves supporting the managed services team, resolving client issues, and ensuring high-quality service delivery. The Managed Services Manager plays a critical role in meeting client expectations, achieving service level agreements (SLAs), and maximizing client satisfaction

• Subject Matter Expert: The primary responsibility of the future manager is to provide level 2 and level 3 expertise and hands-on experience on incidents and service requests, including configuration changes and enhancements. Provide functional leadership for Oracle Cloud Projects/Grants modules, and act as a domain expert for the Oracle Cloud Projects/Grants application consulting team supporting the configuration and extension of the Oracle Cloud modules. Should have expertise in PPM and Grants modules along with any one of the below modules:GL/AP/AR, Fixed Assets, Procurement & Purchasing, Cash Management
• Team Leadership: Manage and coach a team of managed services professionals, providing coaching, guidance, and performance feedback. Foster a collaborative and high-performing team culture, promoting professional development and continuous improvement.
• Service Delivery Management: Ensure adherence to SLAs, quality standards and contractual obligations. Monitor service performance metrics, including service uptime, response time, and customer satisfaction, and take proactive measures to address any deviations or issues.
• Provide advisory services to our clients in terms of new features and best practices.
• Service Improvement Initiatives: Continuously assess and improve the efficiency and effectiveness of managed services delivery processes. Identify opportunities for automation, standardization, and process optimization to enhance service delivery quality, reduce costs, and drive customer satisfaction.
• Performance Reporting and Analysis: Prepare and present regular performance reports to clients and internal stakeholders, highlighting key metrics, achievements, and areas for improvement. Analyze data trends to derive actionable insights and develop strategies to address service gaps and enhance client experience.
• Vendor Management: Manage relationships with external vendors and partners involved in the delivery of managed services. Collaborate on service improvements, resolve vendor-related issues, and ensure compliance with contractual agreements.

• Client Relationship Management: In collaboration with the Customer Success Managers, develop and maintain strong relationships with clients, acting as a trusted advisor and subject matter expert. Understand client needs, proactively identify opportunities to enhance services, and collaborate with clients to align service delivery with their business objectives.

• Deep understanding of the administration and maintenance of Oracle PPM / Project Costing Cloud system with minimum 10 years of experience.

• Excellent communication and interpersonal skills to build relationships with clients and internal stakeholders.
• Bachelor's degree in business administration, information technology, or a related field (or equivalent experience).
• Proven experience in managing a team in a managed services or IT services environment.
• Deep understanding of managed services concepts, service level agreements, and ITIL frameworks.
• ITIL or other relevant certifications are a plus.

The Managed Services Manager plays a crucial role in ensuring the successful delivery of managed services to clients. By effectively leading a team, managing client relationships, overseeing service delivery, and driving continuous improvement, the manager contributes to the growth and profitability of the organization's managed services department. This role requires strong leadership skills, technical expertise, and a customer-centric mindset to deliver exceptional service experiences and exceed client expectations.

Position Level

Manager

Country

India