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Service Delivery Management Consultant 5- Support At Oracle

Date Posted: 03/Feb/2014
Deadline: Not Specified

Job Summary

Responsible for the required availability and quality of indirect service delivery partners within region by execution of OPN(Oracle Partner Network) program framework and the subcontracting supplier infrastructure.
Responsible for managing relationship with service partners engaged in providing support delivery activities. Manages delivery of services through contract negotiation such as staffing and training requirements, delivery performance including measurements dashboard and score-carding. Visiting the delivery partners on-site on a regular basis to conduct performance reviews during which processes and the numbers reported, contract renewals and compliance documentation governance are validated.
Understands partner mapping and sets up appropriate support coverage capabilities within local region in line with installed base requirements. Ensuring delivery partner meets the levels of technical competence defined within the program framework and terms of inclusion.
Primary service delivery contact for indirect to direct service delivery transition covering current and future acquisitions. Drives partner and sub-contractor performance improvement.

ROLES AND RESPONSIBILITITES

1. Builds and maintains close effective links with the Partners and their staff as a trusted adviser for service delivery.
2. Responsible for day to day contract management, including compliance and interpretation. Manages end to end support delivery initiatives, including development plans, driving actions, status reporting, communicating changes, issues and prioritizing work specifically for OPN (Oracle Partner Network) partners. Providing service delivery input to Partner Performance Dashboard as defined by Oracle corporate Partner Program Office, including:
· Fix rates
· Spares usage
· Parts return
· Training accreditation achievement
3. Manages service partner escalations and resolves disputes when necessary. Attends performance review meetings as required.
4. Drives positive achievement of service partner deliverable s, including quality,
timeliness and cost effectiveness. Providing 'Get Well' plans for under performing
partners, including:
· Identify skills gaps
· Failure to follow process
· Parts return
· Training accreditation achievement
5. Oversees all elements of cost management associated with authorizing service subcontractor
invoicing in order to maintain accurate spend records.
· Manage to within budgetary targets
· Submit to management as required
6. Responsible for Subcontractor selection and draft and negotiate contract business
terms in close cooperation with k-team. Initiate contract renewal/termination in
alignment with Oracle's strategy and corporate guidelines
7. Drive multi vendor business & capabilities from a delivery point of view
8. Maintain knowledge of any competitive/non co-operative activities by Partner/Subcontractor.
Notifying regional partner manager and service delivery management as
appropriate
9. Ensures that all contract documentation and amendments specific to support delivery
partner management conform to correct legal format and are compliant with Oracle
policy. Documentation is held in a central repository consistent with the audit process.
10. Responsible for region and or country partner mapping and performing risk analysis.
Identifies new service partners and sub- contractors within region. Perform and
document quality and suitability assessments as required ensuring consistent terms set
in the commercial service level agreements align with financial and quality goals.
11. Participate in territory/account planning reviews, including:
· Program awareness / promotion
· Coordinate Partners training requirements and execution

Education and Experience

1. University degree or equivalent; may have an advanced degree and or 5 years of experience years in Partner or Contract management.
2. Working knowledge of risk management.
3. Good English verbal and written skills.
4. Has the business expertise to support business operations and the business decision making process.
5. Understanding of Oracle Partner Network program sub-contracting supplier infrastructure.
6. Requires broad functional expertise and a strong knowledge of related services & support business functions

Professional Skills

1. Excellent negotiation skills.
2. Escalation management experience.
3. Performance management, understanding audit and score-carding methodologies.
4. Experience of partner mapping and planning.
5. Ensures partner 'Best Practices' and supplier contracts documentation and amendments are up to date and that content is in full compliance with corporate policy and government regulations and are submitted to central repository archives.
6. Good knowledge of EMEA wide delivery infrastructure and service offerings including Service Level Agreements (SLA's) for warranty and partner contract service support for indirect countries.
7. Good analytical skills.

Brief Description 
To develop and manage the Oracle Support relationship with a designated large account(s), throughout the engagement and to maximize the customers’ use of Support Services, drive high degree of satisfaction and referenceability, and to protect and enhance Support revenue streams.
Detailed Description 
Represent the customer as a single point of contact within Oracle. Manage the contract, or delivery engagement, as defined by Oracle Service Support (OSS). Develop and maintain solid relationships with senior management across lines of business and third parties. Plan and deploy Support activities and to effect delivery within agreed budgetary constraints. Advise the account on the effective and efficient way to use Oracle support services and products, tools, systems, interfaces and procedures. Assure and improve the quality of the service, and maintain accurate account information. Assist in the renewal of Support contracts, and contribute to pre-sales activities. Communicate opportunities for customers to engage with Oracle such as technical events and business seminars.
Job Requirements 
Acknowledged authority within the Corporation. Provides leadership and expertise in the development of new products/services/processes, frequently operating at the leading edge of technology.
Additional Details 
As part of the Oracle employment process, candidates will be required to complete a pre-employment screening process, prior to an offer being made. This will involve identity and employment verification, salary verification, professional references, education verification and professional qualifications and memberships (if applicable)

 

Method of Application

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