Partner Support Delivery Manager
7d ago

Preferred Qualifications

Job Summary:
  • Develop and execute a territory coverage strategy for Systems Support Provider (SP), Field Delivery Support Provider (FDSP) and Subcontractor Partners (collectively “Service Delivery Partners”) in line with Oracle Systems Support policies, strategy and budget
  • Manage Service Delivery Partner’s performance, skills competency, adherence to contractual obligations and FDSP renewals (if required)
  • Successfully evaluate and on-board new Service Delivery Partner candidates, aligned to Oracle strategy
  • Act as the primary contact for Service Delivery Partner issues, escalations and management
  • Job Requirements:
  • Bachelor's Degree
  • Minimum 5 years of Channel/Partner Management work experienceAn industry standard certification in IT Service Management (ITIL Foundation Certificate) an advantage
  • Experience in Service Delivery environment preferred
  • Must have a proven ability to apply specialized knowledge and skills to solve a wide range of complex business problems
  • Proven ability to influence, negotiate and build relationships
  • Capability to deal with Partner/End User management at different levels
  • Experience driving Performance/Audit & scorecard methodologies with Partners
  • Excellent written and spoken English with an additional foreign language (Vietnamese, Japanese, Korean, Thai, Mandarin)
  • Detailed Description and Job Requirements

    To work with one or more senior Service Delivery Management Consultant on medium to large accounts, or work on a small accounts. Working with a more senior Service Delivery Management Consultant, or on smaller accounts when working alone, to maximize the customers’ use of Support Services, to support a drive for a high degree of satisfaction and referenceability, and to protect and enhance Support revenue streams.

    To assist others in representing the customer as a single point of contact within Oracle's medium or larger accounts. To support those charded with managing the contract, or delivering the engagement as defined by Oracle Service Support (OSS). Aid the development, and maintainance, of the relationships with more senior management consultants across lines of business and third parties. Help in the planning and deployment of Support activities to ensure effective delivery within agreed budgetary constraints Assist in the renewal of Support contracts, and contribute to pre-sales activities. When responsible for a smaller account to Advise the account on the effective and efficient way to use Oracle support services and products, tools, systems, interfaces and procedures. Assure and improve the quality of the service, and maintain accurate account information. Assist in the renewal of Support contracts, and contribute to pre-sales activities. Communicate opportunities for customers to engage with Oracle such as technical events and business seminars.

    Duties and tasks are standard with some variation; displays understanding of roles, processes and procedures. Performs moderately complex problem solving with assistance and guidance in understanding and applying company policies and processes. BS degree or equivalent experience relevant to functional area.


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