 Oracle NG Vacancy SERVICE DELIVERY MANAGER (SDM) – NIGERIA Business Area Support Country Nigeria Job Reference RI/201061/W Role Purpose: To develop and manage the Oracle Support relationship with designated account(s) throughout the engagement in order to maximise the customers' use of Support Services, drive high degree of satisfaction and referenceability, and to protect and enhance Support revenue streams. Customers based in Nigeria.SCOPE: · Manages designated account(s) in Nigeria, and works to objectives, as directed by OSS line manager · Manage the overall service delivery from OSS into the account and, in some circumstances, from other lines of business and/or partners · Collaborates with Oracle teams across lines of business such as Licence Sales, Consulting and Education · Works closely with senior customer management · Works with partner organisations and other third parties as required · Involved in practice development activities either within country, region or worldwide. RESPONSIBILITIES : · Represent the customer as a single point of contact within Oracle, acting as their advocate and act as the primary point of contact on the account(s) for Oracle staff · Manage the contract or delivery engagement as defined by OSS line management, including creating and maintaining accurate service documentation · Maintain and develop the account plan and service delivery plan · Act as an ambassador and primary contact for OSS · Develop and maintain relationships with senior management across lines of business within the designated account(s) and relevant third parties · Establish a relationship with the account(s) in order to encourage participation in development activities · Drive the change of Oracle Support engagement practices in the account, such as systems, tools and interfaces · Plan and deploy Support activities to ensure effective delivery within agreed budgetary constraints · Establish and communicate the Service spectrum within the account(s) and identify potential sales opportunities · Ensure the support strategy complements and enhances the overall account strategy · Advise the account on the most effective and efficient way to use Oracle support services and products, as well as customer-facing tools, systems, interfaces and procedures · Establish and maintain the referenceability of the account(s) · Assure and improve the quality of the service and maintain accurate account information · Assist in renewal of Support contracts and contribute to pre-sales activities · Identify additional opportunities for customers to engage with Oracle, such as technical events and business seminars. ACCOUNTABILITIES : · Work with other Oracle lines of business to create and maintain the Account Plan for each relevant account(s) · Proactively monitor the account and report on any potential risks · Manage any account escalation that may arise · Support and work closely with the customer's Oracle executive sponsor, where one is assigned · Provide regular progress reviews and share information, methodologies and good practice to the account(s) and the relevant Oracle lines of business · Ensure all account(s) have up-to-date information and knowledge in all relevant Oracle products and services · Ensure all service-related systems and documentation required, either contractually or as part of a programme, are up to date and accurate · Monitor Support service effort and report against agreed budget(s) · Monitor and report revenue and margin for account contracts · Create and maintain accurate customer information using Customer Intelligence tools · Work in line with customer working practices and procedures, if contractually agreed · Operate in line with Oracle's business processes and procedures. Personal Competencies: 1. Credibility (*) 2. Decision Making 3. Results orientation (*) 4. Planning and Organising (*) 5. Problem Solving 6. Change Orientation (*)Professional Competencies:1. Knowledge of sales cycle and process 2. Market knowledge 3. Technical awareness (high-level)* 4. Project Management 5. Industry knowledge 6. Knowledge of Support procedures / service enablers (systems, tools, processes)* Inter-Personal Competencies: 1. Influencing and negotiating 2. Customer Focus (*) 3. Building effective relationships (*) Managerial Competencies: 1. Business Acumen (*) 2. Organisational sensitivity and awareness 3. Leadership (*) = Key Competence CLICK HERE TO APPLY ONLINE As part of Oracle's employment process candidates will be required to complete a pre-employment screening process, prior to an offer being made. This will involve identity and employment verification, salary verification, professional references, education verification and professional qualifications and memberships (if applicable). |
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