Service Delivery Manager - Oracle

About InspireXT

We are on a
mission to become the world's most trusted supply chain consulting partner, and
to create a company where our clients, our people and our partners flourish. We
have lofty ambitions in an exciting market, where sustainability, efficiency,
AI & technology enablement are driving bold collaborations in pursuit of
customer excellence and profitable growth.

The foundation is
laid, momentum is building, and we now are looking for talented team players
who share our values and want to make a meaningful difference and be part of
shaping the next chapter. We were born in the UK 7 years ago, and we now have
colleagues in 5 markets who are delivering Customer Centric Supply Chain
solutions to our clients, bringing together the latest offerings from Oracle
& Salesforce, as well as innovative AI & technology solutions that
deliver rapid time to value.

Because
transformation, at its best, is human. You’ll work with people who care deeply
about what they do, who believe in trust before transactions, and who want to
leave every client stronger than they found them. We are on a strong path of
growth, and you’ll get to be part of that journey — helping shape the systems,
culture, and capabilities that will scale with us. If that sounds like you –
we’d love to hear from you. Apply to be part of our growth story.

Note - We
are an equal opportunities employer, committed to fostering diversity &
growth for all. We welcome applications from traditional and unusual
backgrounds and also are happy to discuss any specific accommodations required
in the recruitment process to help you shine.

Are you ready to
inspire? #MakingWinners #InspireXT #SupplyChainExperts

We are seeking a highly
motivated and experienced Service Delivery Manager to manage delivery operation
for our valued customers. This position requires establishing and maintaining strong
client relationships, proven track record in leading and improving
service delivery teams. The SDM plans and
deploys support services as defined by the agreed upon Service Level Agreement
and ensures deliverables are met.

We are looking
for a driven and result oriented individual with a skill set across the
following areas -

• Coordination of support resources, as
  well as, facilitating communication with customers and internal partners.
  
• Lead team training to ensure the team
  is familiar with IT service delivery processes and best practices. Maintain
  knowledge set and capabilities of team functions.
  
• Manage and Oversee 24x7 Support
  Operations delivered by a Global Team.
  
• Design and follow appropriate
  governance model/plan for SLA -based support contracts.
  
• Drive cross -functional interaction to
  ensure successful and timely delivery of high -quality support services.
  
• Ensure that systems, processes, and
  methodologies as specified, are followed to ensure effective monitoring,
  control, and support of service delivery.
  
• Manage multiple client engagements
  simultaneously.
  
• Manage regular internal and
  customer -facing operational reporting including system uptime and utilization,
  incident management, resource forecasting and utilization, and overall account
  status.
  
• Responsible for timely and accurate
  monthly billing in accordance with the client's contract. This includes regular
  reviews and management of resources time and timesheets.
  
• Define and implement the required
  processes to enable the functioning of a global support centre.
  
• Ensure excellence in service delivery
  to ensure customer satisfaction and minimize downtime. Identify areas for
  process improvement to ensure that teams are improving performance and service
  quality. Lead efforts at client engagements and across Centroid to implement
  and measure the improvements.
  
• Track, manage, negotiate, and maintain
  client SOWs (Statements of Work), budgets, and project resource timesheets.
  
• Communicate potential needs for change
  orders with clients based on new support needs or projects.
  
  

Requirements

• A
  minimum of 8 years of applicable industry experience in delivering Enterprise
  IT Services.
  
• Knowledge
  of Oracle application, cloud, and systems integrations is must.
  
• Experience
  managing teams within an organization that utilizes Oracle EBS/ Cloud.
  
• 3
  to 5 years managing teams as part of an IT Service Delivery organization within
  a Managed Services environment.
  
• Proven
  ability to manage multiple accounts and engagements across multiple industries
  and technologies.
  
• Demonstrable
  experience managing customers and delivery of IT services.
  
• Proven
  people management skills.
  
• Must
  possess strong written and oral communication skills.
  
• ITIL
  Service Delivery qualification is desirable.
  
  

Benefits

• As part of a growing, ambitious, and
  progressive organization you will receive a competitive compensation package
  including retirement benefits, health and life insurance.
  
• In addition to your fixed salary, you
  will also receive variable compensation linked to the achievement of your
  goals.