Oracle Service Delivery Manager

Job Description

Oracle Service Delivery Manager – Riyadh

In line with the relevant policy and requirements of the Government of the Kingdom of Saudi Arabia, preference will be given to Saudi nationals who apply for this role.

We are looking for Service Delivery Manager, a full-time role, expected to embrace both Customer Facing , Administrative and Technical functions. It is expected from him to identify customer issues and maintains an excellent relationship with end-users and various internal and external stakeholders. Superb leadership, interpersonal and hard-working individual with complete ITIL Process knowledge and performed similar role for large telecom service providers or Services industry.

12+ years of IT Delivery Managed Services experience in OSS/BSS domain and 5+ years relevant Service delivery experience is mandatory for this role. The suitable candidate should be responsible for the following functions:

– Monitoring and managing Oracle Product stack of applications like BRM, Charging, Provisioning and order management operation to ensure optimal service
– Maintaining high performance levels for service-related processes, and implementing improvement activities wherever necessary
– Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews
– Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery
– Developing a deep understanding of Oracle projects implemented to gain insights into the scope of service delivery
– Taking accountability for service delivery performance, meeting customer expectations, and driving future demand
– Analysing third-party as well as internal processes, and creating strategies for service delivery optimization
– Recommending methods of improvement and seeing that actions are implemented on time for service delivery upgrades
– Providing accurate and regular reports an to the management on performance of the service delivery
– Leading personnel management, including staff recruitment, performance assessment, training, and mentoring
– Building strong relationships with teams and stakeholders to enable effective dialogue exchange between departments
– Supervising Oracle Communication Applications Operations management teams to facilitate continual improvements in the Customer’s environment
– Collaborating with technical design and product engineering teams to set standards for software, hardware, and security
– Telecom OSS/BSS domain experience and must have experiences in managing COTS products in telecom industry