Service Delivery Management Consultant 3- Support

Oracle

  • Malaysia
  • Permanent
  • Full-time
  • 8 days ago
Job Category: SupportJob Description:
  • Execute upon the territory coverage strategy in countries outside of Oracle Service Locations through Field Delivery Support Provider (FDSP), and (FDSP acting as) Subcontractor Partners (collectively 'Service Delivery Partners') in line with Oracle System Support policies, strategy and budget.
  • Manage Service Delivery Partner's performance, skills competency and adherence to contractual obligations.
  • Financial management associated to Field Service Delivery subcontractors
  • Act as the primary contact for Service Delivery Partner issues, queries and escalations.
Responsibilities:
  • Execute upon the territory coverage strategy in countries outside of Oracle Service Locations through Field Delivery Support Provider (FDSP) and (FDSP acting as) Subcontractor Partners (collectively 'Service Delivery Partners') in line with Oracle System Support policies, strategy and budget:
  • Enable Oracle ExaCC/C3 footprint expansion through the implementation and management of Field Service Delivery subcontracting agreements for underlying HW support in designated countries outside of Oracle Service Locations.
  • Enable Oracle Cloud footprint expansion through the implementation and contractual management of Field Service Delivery subcontracting agreements for Datacenter Build/HW support designated countries outside of Oracle Service Locations as per business requirements.
  • Ensure on prem HW support service readiness for newly onboarded FDSP through the OPN program
  • Understand the complexities of the regional and country Service Delivery Partner landscape, including potential channel conflicts;
  • As required, provide Cloud HW Support Management with a detailed analysis (including risks) of the landscape and data-based recommendations for driving service delivery through local partners in designated countries.
  • Ensure services readiness for Oracle's direct engagements (warranty, OEM) in countries outside of Oracle Service Locations) through the implementation of subcontracting agreements with FDSP or other parties as relevant
  • Drive FDSP renewals or offboarding as required
  • Provide input to DAS approval requests for HW support in indirect delivery countries, in line with Oracle System Support policies, strategy and partner landscape
  • Manage Service Delivery Partner's performance, skills competency and adherence to contractual obligations:
  • Regular business reviews with key Partners and Oracle staff.
  • Manage compliance to FDSP Addendum delivery contractual requirements and Key Performance Indicators - KPI (e.g. Delivery certification, Parts returns, Parts per SR, etc.).
  • As relevant, conduct Delivery Get Well (DGWP) for under-performing partners in accordance to documented processes.
  • Drive Partner End User Customer Satisfaction through close interaction with partners.
  • Financial management associated to Field Service Delivery subcontractors
  • Budgeting, PO creation & management, monthly forecasting, invoice follow up, variance handling
  • Act as the primary contact for Service Delivery Partner issues, queries and escalations.
  • Build and maintain close & effective relationships with the Service Delivery Partners, their executive management, and their staff - acting as a “Trusted Advisor” for all aspects of Service Delivery.
  • Manage Service Delivery Partner escalations in conjunction with the Situation Management Team & other relevant stakeholders or direct escalations to the appropriate owner as applicable. Resolve disputes when necessary.
  • Collaborate with X-LOB teams (Logistics, HW Sales, Premier Sales, Alliances & Channels, etc.) on Service Delivery Partner related queries.
  • Review/provide input to requests for System Support delivery outside Oracle Service Locations (where Oracle does not have a local legal / delivery presence).
Qualifications:Career Level - IC3About Us:As a world leader in cloud solutions, Oracle uses tomorrow's technology to tackle today's challenges. We've partnered with industry-leaders in almost every sector-and continue to thrive after 40+ years of change by operating with integrity.We know that true innovation starts when everyone is empowered to contribute. That's why we're committed to growing an inclusive workforce that promotes opportunities for all.Oracle careers open the door to global opportunities where work-life balance flourishes. We offer competitive benefits based on parity and consistency and support our people with flexible medical, life insurance, and retirement options. We also encourage employees to give back to their communities through our volunteer programs.We're committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by emailing or by calling +1 888 404 2494 in the United States.Oracle is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans' status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.

Oracle