Sr. Service Delivery Manager
ORACLE
Total years of experience :15 years, 4 Months
- Responsible for maintaining and growing the strategic business relationship with the customers.
- Handling a wide range of service delivery management functions and consistently producing top-quality work across multiple assignments
- Identifying customer business priorities and collaborate with the support teams to ensure the customer priority areas are addressed.
- Preventing escalations and where they occur, handle them by understanding and defining the problem statement, engage the solution, enable conversations / discussions as may be required and drive towards early closure of the escalation.
- Communicate and ensure Customer implementation of best practices of support.
- Acting as a customer advocate, Oracle Single point of contact and trusted advisor.
- Build and manage relationships with the customer and Improving Customer satisfaction.
- Set customer IT development plans and strategies in compliance with ITIL.
- Remodeling customer business process using Oracle customer management framework.
- Engaging with the CXO of customers and ensure customer retention in using our products.
- Working with customers to become a reference account for Oracle Products.
- Educates Customer on the Oracle Support best practices, processes and tools.
- Based on customer SWOT analysis, I draw the customer Investment model to organize his potential investment with Oracle.
- Develops a Communication Matrix within the customer’s organization as well as an internal Oracle network.
- Provides Customer with periodic status reporting and progress reports on agreed deliverables.
Excellent