Senior Manager, Cloud Service Delivery, Food and Beverage
Columbia , Maryland
June 29, 2016
Senior Manager, Cloud Service Delivery, Food and Beverage
Reports to: Director, Cloud Service Delivery Global


The Senior Manager of Service Delivery, Food and Beverage is accountable for the definition, execution and continued improvement of the Cloud Service Delivery Model. Working within the Global Service Delivery Team, the objective of the role is to build and support a team of Cloud Service Delivery managers, improve and innovate existing or new job aids and drive customer satisfaction metrics for Oracle Cloud customers.

The Senior Manager of Service Delivery will lead, support and guide a team of Cloud Service Delivery Manager in respect of developing near and long term operational capabilities that provide opportunities for improved customer experience and Operational efficiencies within customer environments. In addition, support the Cloud Service Delivery Team to achieve required operational changes. The role will also anticipate and adapt plans as required for changing customer requirements and business needs.

In addition, has responsibility for the support and management of customer escalations to ensure that issues receive the appropriate level of priority and that Service Delivery Managers are properly supported throughout customer change, improvement and incident cycles.

Job Requirements:
•Developing and maintaining c-suite relationships at enterprise level in client organizations
•Great leader - motivate, inspire and encourage great performance, leading from the front mentality
•Creative thinking, always looking for ways to improve everything you come in to contact with
•As a member of the Cloud Service Delivery Leadership Team, creating a single view of Service Delivery across Hotel segments and business areas
•Creating alignment to required support process, tools and underlying KPI and holding all stakeholders accountable for first class execution
•Working with Risk and Compliance to ensure customer landscape is in long term alignment with internal controls and external standards
•Prioritize and develop strategies, in conjunction with Cloud stakeholders, which enhance Operational capabilities, particularly with regards to Customer Satisfaction and Cloud Support
•Meet Service Delivery specific transformation objectives and KPIs
•Driving change and successful completion of projects across Service Delivery team. Provide active decision making and the removal of obstacles
•Anticipate and adapt plans as required for changing customer requirements and needs
•Ensures effective communication to Cloud Leadership on project updates, customer cycle, and expected results
•Provide monthly operational reviews to Cloud leadership team highlight any areas of concern
•Maintains strategic engagements with key accounts to ensure the function stays relevant and current in its thinking, but also adds gravitas for our customers

Essential Required Skills
•Exceptional track record in a Senior Service Delivery / Customer experience role at enterprise level
•Managing client accounts
•Strong people management experience, 8 people, ideally SDM style profiles
•Ability to present and network at C-suite level
•Have strong negotiating skills
•Be able to network and develop key relationships
•Self-starter with ability to be effective in virtual environments
•Excellent written and verbal communication skills
•Excellent teamwork skills

MAIN CONTACTS (external/internal):

Director, Cloud Service Delivery Global - Daily
VP, Cloud - Weekly
Senior Director, Cloud Operations - Weekly
Director, Support Customer Success - Weekly, as required
US Senior Leadership Team - As required
Business Leaders - Weekly
Work with a world class team to develop, implement, and support cutting edge Oracle technology.

Manages a team supporting and/or implementing software project(s) and/or internal systems. Defines, documents and manages scope, expectations, implementation approach, deliverables and acceptance testing criteria.

Manages and controls activities in multi-functional areas or sections. Ensures appropriate operational planning is effectively executed to meet Corporate specifications. Successful track record in applications implementation and as a manager. Expert knowledge of all applications within a business area; plus some knowledge of other applications. BA/BS degree preferred.

Oracle is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans status or any other characteristic protected by law.

A little about us:
Oracle is shifting the complexity from IT, moving it out of the enterprise by engineering hardware and software to work together—in the cloud.

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