Service Delivery Manager

Role purpose

Qualifications and experience

• Bachelor's degree in Computer Science, Electronics, or any discipline.
• 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.
• Relevant skills include Oracle products, service delivery management, and cloud platforms.

Key accountabilities

• Own customer service governance for assigned accounts, conduct regular service reviews, and ensure contractual commitments and agreed SLAs are followed.
• Review monthly consumption, identify overconsumption and additional usage, and detect deviations from contracted entitlements.
• Capture chargeable consumption and additional services for timely billing, minimizing missed billing and revenue leakage.
• Coordinate with Billing, Finance, Commercial, and Operations to validate consumption, initiate billing, and resolve discrepancies.
• Monitor service performance, SLA and KPI compliance, incidents, service requests, and recurring operational issues.
• Identify operational, commercial, and service delivery risks and drive corrective and preventive actions.
• Oversee customer lifecycle activities from onboarding and operational delivery through changes, growth, renewals, and termination where applicable.
• Maintain consumption, billing, SLA, and service performance reporting for customer and internal reviews.
• Coordinate across Operations, Engineering, Finance, Billing, Sales, and Commercial teams to deliver services and resolve customer requirements.
• Improve governance, automate consumption and billing controls, reduce manual dependencies, and enhance operational efficiency.