Service Delivery Manager

Closing Date: 16 December 2020
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Role Overview

This role is a largely client-facing role which requires you to manage service, commercial and small project related activities as well as work with the client & Inoapps executive sponsors on both strategic long and short term plans. Reporting into the Global Head of Managed Services, you will manage and develop your own portfolio of clients.

Your focus will be Quality of Service and Customer Satisfaction. You will need to build strong relationships at various levels with the MS team, our clients, Partners (specifically Oracle) & 3rd parties. You will work to acquire in depth knowledge about our client’s business functions, processes and infrastructure.

You will undertake Problem Management activities and be able to spot trends in incident volumes to suggest training, change or implementation requirements.  You will need to have strong Oracle Functional Applications knowledge to enable you to work with the client in an advisory capacity and present to a variety of audiences including technical, functional, management and end-user communities.

Key performance indicators that you will be measured on include:

  • Client communication & satisfaction
  • Knowledge of and relationship with clients
  • Inoapps performance against contractual obligation
  • Contribution on achieving financial client targets
  • Client renewals

Key Responsibilities:

  • Assist in driving quality of service
  • Improve and maintain high levels of customer satisfaction
  • Managing client escalations
  • Technical Account/ Service Management
  • Manage contractual performance and relationship
  • Work closely with the Inoapps Account Manager and Executive Sponsor on ways to enhance the service delivered along with the Inoapps revenue position
  • Provide advice and guidance to the client on process improvements, new products & services
  • Project manage “small technical projects” between the client, 3rd parties and Inoapps teams
  • Actively play a part in ensuring financial targets are reached
  • Build strong and positive relationships with clients at various levels
  • Vendor performance management – specifically Oracle
  • Build and document knowledge about the clients business and technical setup
  • Work closely with assigned Project Managers to ensure knowledge transfer between delivery teams
  • Work closely with the MS Management team on continual service improvement
  • Monthly Service reviews
  • Service Level Management reporting
  • Feedback any important client information to Client Services Team
  • Prepare and perform training of clients and colleagues
  • On-call as part of a Management rotation

Professional Knowledge and Experience:

Show proficiency in:

  • Oracle SaaS and IaaS
  • Functional awareness, specifically:
    • Financials
    • HCM
    • CRM
  • Oracle E-Business Suite awareness
  • ITIL

Professional Requirements:

  • Excellent leadership skills
  • Excellent communication skills, both written and verbal
  • Building and Maintaining relationships at all levels
  • Strong influencing and negotiation skills
  • Ability to work under pressure
  • Problem Management / Root cause analysis
  • Excellent decision making / problem solving skills
  • Strong planning and organisational skills
  • Adaptability / flexible to changing demands
  • Ability to implement and manage change
  • Excellent knowledge of Managed Services, service offerings
  • Excellent procedure, and document writing skills
  • High level of commercial awareness
  • Excellent Service & Project Management skills in both organisational and planning
  • Excellent workload management
  • Self-motivated
  • Team Player
  • Logical and methodical hands on approach
  • Ability to demonstrable management experience within an IT service environment, preferably involving the remote delivery of services


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