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12675 Utility Service Delivery Manager

JOB DESCRIPTION – Remote with up to 40% Travel

WHAT YOU WILL BE DOING

  • Managing and supporting multiple Utility customers with footprint in Oracle (EBS, Cloud, and Utility Applications including WAM and CC&B)
  • Responsible for overall operations of support engagement 
  • On-shore point of contact for Customer Manager(s) [key relationship owners of support services engagement]
  • Taking ownership of incidents, troubleshooting application issues and coordinating with other resolution parties.  Establishing effective communication between stakeholders until the issue is resolved.
  • Ensuring that systems, procedures, and methodologies are in place and followed to support outstanding service delivery
  • Taking accountability for service delivery performance, meeting customer expectations, and driving future demand
  • Monitors and reports on service levels; reviews and approves MSP delivered SLAs
  • Coordinates workload with subject matter experts
  • Serves as an escalation point for Customer manager(s)
  • Facilitate meeting / reporting cadence detailed in the contracts

WHAT YOU NEED FOR THIS POSITION

  • 10+ Years of work experience as a service delivery manager, customer success manager or lead application consultant/business analyst
  • Previous work experience providing support for Oracle ERP and Utility Applications including but not limited to EBS and Fusion ERP Apps and WAM and CC&B Utility Applications
  • Ability to analyze and troubleshoot Oracle application issues, find the root cause, and work with clients to resolve the issue 
  • Experience leading teams within an organization supporting Oracle Cloud/EBS and Oracle Utility applications (WAM and CC&B)
  • Assist customers with Quarterly Patching and release Upgrades for the Oracle Applications
  • Proven ability to manage multiple accounts and engagements across multiple industries and technologies
  • Ability to form successful working relationships with internal and customer resources to provide services needed and requested by customers
  • Experience with creating customer metrics, analyzing trends, and making recommendations to proactively manage customer relationships
  • Experience working in a global support model (Onsite-Offshore Model) to provide seamless support to customers
  • Strong oral and written communication skills along with presentation skills
  • Experience working with Service Now ticketing system will be a plus
Job Category: IT
Job Location: Acton MA

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