The Service Delivery Manager is responsible for maintaining and managing the ACS contract relationship with the customer.
The SDM helps the customer leverage their ACS services coupled with their Premier Support contract to maximize the value from their Oracle investment and achieve desired business outcomes.
Ensures that customers and decision makers are influenced and promptly resolves key issues and problems.The SDM's responsibilities falls into five major areas : ACCOUNT MANAGEMENT, COORDINATION OF CONTRACT DELIVERABLES, CUSTOMER ADVOCACY, ESTABLISH SERVICE VALUE PROPOSITION, and assist with BUSINESS DEVELOPMENT.
The specific details of their responsibilities and task will vary with the type of contract or contracts being covered. ACCOUNT MANAGEMENT : Works proactively with the customer to understand key customer projects, pertinent goals, and customer KPIs.
Develops an account plan and strategy for leveraging the acquired ACS services to achieve the desired value-based objectives.
Perform ongoing account oversight and conduct periodic Account Reviews. COORDINATION OF CONTRACT DELIVERABLES : Develop a Service Delivery Plan that maps key account objectives to specific contract deliverables identified with the ACS contracts.
Manage the Delivery Plan, coordinate resource assignments, and manage Projects to drive the desired results and deliver high-
value to the customer. Properly manage project efforts to prevent scope-creep and ensure optimal profit margin. CUSTOMER ADVOCACY : Serves as the customer advocate within Oracle focusing on Support LOB issues, but also providing assistance across all lines of business.
Customer advocacy needs the SDM both clearly articulating the customers position, but also manage the customer's expectations (and represent the interests of Oracle).
ESTABLISH SERVICE VALUE PROPOSITION : The SDM works collaboratively with the customer and other members of the account team to understand the Key Business Specifications, the appropriate KPIs, and the associated Payback Avenues to drive ROI for the customer.
BUSINESS DEVELOPMENT : Recognizes and solicits business opportunities within customer accounts and develops to the point where the sales organization can engage in deal pursuit.