Job Description

Job Description

Job Description

We are looking for a skilled Service Delivery Manager to oversee and optimize client support operations in Houston, Texas. In this role, you will manage service requests, track performance metrics, and ensure the timely resolution of issues while building strong relationships with clients. You will collaborate closely with teams to deliver high-quality post-implementation support for Oracle Cloud services.

Responsibilities:
• Coordinate and manage client-facing working groups to ensure effective service delivery.
• Oversee the resolution of service tickets using platforms such as Jira, maintaining adherence to established budgets and timelines.
• Act as the primary escalation contact for addressing and resolving project-related challenges.
• Foster trusted advisor relationships with client leadership to strengthen long-term partnerships.
• Monitor service metrics and progress to ensure commitments align with the statement of work.
• Organize and lead motivated teams to achieve shared project goals.
• Identify opportunities to expand services and deliver additional value to existing clients.
• Travel up to 25% to client sites to maintain strong communication and engagement.
• Collaborate with team managers to drive performance and successful delivery outcomes.• Minimum of 5 years of experience managing Oracle Apps implementation projects or service delivery engagements.
• Proven ability to manage client relationships and develop trust with leadership teams.
• Proficiency in Microsoft Office tools including Excel, Word, Outlook, and PowerPoint.
• Strong communication skills with the ability to present effectively to senior management and influence decision-making.
• Experience with ITSM processes and ticketing systems such as Jira Service Desk, Freshdesk, or ServiceNow.
• Ability to multitask, work independently, and maintain attention to detail in a fast-paced environment.
• Familiarity with Active Directory and service desk operations.
• Bachelor's degree is preferred but not required.

Job Tags

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