Oracle Service Delivery Manager in Brisbane, Australia
Service Delivery Manager
Service Delivery Manager – Oracle Utilities
Brief Posting Description
This role will take overall ownership and responsibility for a large managed services engagement for a major utility customer in Brisbane, Queensland. Reporting to the Head of Managed Services EMEA-JAPAC.
Prime responsibility is to manage the delivery of services, including operations monitoring, help desk, governance, corrective maintenance and enhancements to the client’s customer information and billing systems, through the leadership of a team of around 30 consultants split between onsite and offshore working.
To lead the managed services team on a day-to-day basis within the business and contractual constraints.
Accountable for operational/financial metrics including budgeting and forecasting activities, and maintaining profitability
Quality of project delivery
Management of Service Level Agreements
Application Management and Service Desk Management
Planning and monitoring of sub-project delivery using MS Project
Resource planning and management
Communicating effectively both to internal and external stakeholders.
Management of risks and issues relating to the engagement.
Change Control and Configuration management.
Working directly with the external customers
Service Delivery mindset
Strong customer-facing skills
Planning, reporting and financials
Staff management and strong leadership
Industry and Technical knowledge:
Minimum of 8 years of client-facing IT Service Management experience.
Experience of managing delivery teams in the order of 40 resources including significant involvement of offshore development centre(s) and external subcontractors.
Knowledge of Oracle Utilities products e.g. CCB would be an advantage
Experience of delivering both fixed priced and time and materials projects.
ITIL Certification preferred, or Project Management with 4 years’ experience in Utilities Industry
Detailed Description and Job Requirements
As a recognized authority and leading contributor, this project management professional, provides consistent innovative and high quality solution leadership. Responsible for guiding the successful implementation of non-routine and complex business solutions ensuring high quality and timely delivery within budget to the customer’s satisfaction.
Analyzes business needs to help ensure Oracle’s solution meets the customer’s objectives by combining industry best practices and product knowledge. Effectively applies Oracle’s methodologies and policies while adhering to contractual obligations, thereby minimizing Oracle’s risk and exposure. Exercises judgment and business acumen in selecting methods and techniques for effective project delivery on small to medium engagements. Provides direction and mentoring to project team. Effectively influences decisions at the management level of customer organizations. Ensures deliverables are acceptable and works closely with the customer to understand and manage project expectations. Supports business development efforts by pursuing new opportunities and extensions. Collaborates with the consulting sales team by providing domain credibility. Manages the scope of medium sized projects including the recovery of remedial projects.
8-10 years of experience relevant to this position. Prior project team leadership or management experience. Demonstrated ability to follow solid project management principles. Comfortable working in a matrix management environment. Strong communication skills to deal with internal stakeholders, customers, and vendors. Product, technology or industry expertise relevant to the portfolio focus. Selling skills preferred. Undergraduate degree or equivalent experience. Ability to travel as needed.
Job Type: Regular Employee Hire