Service Delivery Manager
Role Overview
Oversee customer consumption and ensure accurate billing for the Oracle alloy platform.
Review usage monthly and initiate billing activities to capture and invoice all chargeable usage in a timely manner.
Key Skills for This Role
Full Job Posting
Role purpose
Oversee customer consumption and ensure accurate billing for the Oracle alloy platform.
Review usage monthly and initiate billing activities to capture and invoice all chargeable usage in a timely manner.
Qualifications and experience
- Bachelor's degree in Computer Science, Electronics, or any discipline.
- At least 7 years of experience in service delivery management or program management.
- Experience supporting Oracle products and cloud platforms.
- Oracle certification is preferred; understanding of ITIL V4 and certification are preferred.
Skills
- Good communication skills and ability to understand Oracle products.
- Ability to work independently and take ownership of issues.
- Key areas include Oracle products, service delivery management, and cloud platforms.
Key accountabilities
- Own customer service governance, regular reviews, and adherence to contractual commitments and SLAs.
- Monitor monthly consumption, identify overuse and entitlement deviations, and ensure all chargeable usage is billed on time.
- Coordinate billing validation and discrepancy resolution with Billing, Finance, Commercial, and Operations.
- Monitor service performance, SLAs, KPIs, incidents, service requests, and recurring operational issues.
- Identify risks and drive corrective and preventive actions; oversee the customer lifecycle from onboarding through changes, renewals, and termination.
- Maintain consumption, billing, SLA, and service reports; coordinate across Operations, Engineering, Finance, Billing, Sales, and Commercial.
- Find ways to improve governance, automate consumption and billing controls, reduce manual dependencies, and improve operational efficiency.
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