Service Delivery Manager

hace 3 semanas

Bogota, Colombia Oracle A tiempo completo

Service Delivery Manager (Banking and Financial Services)-22000DH4

**Applicants are required to read, write, and speak the following languages***: English

**Preferred Qualifications**

**Service Delivery Manager**

Oracle Financial Services Global Business Unit (FSGBU) is a world leader in providing IT solutions to the Financial Services industry. Oracle’s customers include ten of the top ten Global Banks, ten of the top ten Insurance companies, ten of the top ten Securities firms, five of the top five Mutual Fund companies and four of the top five World Stock Exchanges.

**Your Opportunity**

Opportunity to manage clients/accounts within a software delivery organization providing post-production support services, delivering requisite SLAs, facilitating their requests for change, service issues, SLA uptimes, reporting and strengthening the client relationship. We will be servicing for clientele in the North America, South America and Caribbean region.

**Your Qualifications**
- 10+ Years of Experience with managing financial services project delivery.
- Experience of managing large teams (comprising of remote teams) and proven managerial records.
- Bilingual: Effective verbal and written communication skills in both Spanish and English
- Excellent people management skills; experience in setting up and nurturing large teams
- Ability to form sound relationships with large customers and build trust / rapport.
- Ability to work proactively to develop the relationship.
- Ability to respond appropriately to client queries and deal with complaints.
- Ability to anticipate client needs and to exceed expectations.
- Must be able to work within a matrix organization - balancing the needs of the customer and LOB initiatives and goals
- Ability to make decisions, such as prioritize relationships to develop, negotiate with customers and overcome obstacles
- Ability to prioritize, organize and manage a complex and sometimes conflicting workload, and to work well under pressure.
- Identify, manage and resolve complex issues, preventing escalations, where possible
- Manage, negotiate and resolve project risks effectively
- Enthusiastic and self-motivated

**Soft/Behavioral Skills**:

- Works under pressure and can manage SLA’s
- Customer-friendly communication and attitude
- Strong analytical skills, attention to detail - a problem solver
- Excellent organization skills, ability to systematize and prioritize.
- Customer service experience and problem-solving skills.
- Patience and understanding.
- Investigation and diagnostic skills.
- Ability to multi-task and work with team to meet deadlines
- Leader and team player
- Create an open, honest, accountable and collaborative team environment

**Experience**:

- 10+ Years of Experience with managing financial services project delivery.
- Experience of managing large teams (comprising of remote teams) and proven managerial records.

**Educational and Other Qualifications**:
**Work Environment**:

- Should be willing to work remotely as well as travel to client locations
- Should be willing to take up FLEXCUBE Technical certifications in functional areas as and when required.
- Ability to work in a high pressure, fast moving and challenging environment
- Ready for on call support during off business hours on a need basis
- Team player

**Your Responsibilities**

Your responsibilities include:

- Have a detailed knowledge of the services provided to each account.
- Understand the effect a service outage may have from the client perspective.
- Be responsive to the client in any and all requests or issues.
- Serve as an escalation point for customer concerns if/when they arise
- Act as an escalation point for issues reported into the Technical Teams.
- Provide weekly/monthly client reports on service requests and issues.
- Hire, train, coach & develop team members
- Update ticket tracking systems for requests and issues (ensuring client visible comments are accurate, relevant and dated correctly).
- Liaise with technical teams for most recent updates and gain an understanding of the outstanding deliverables.
- Ensure timescales are within reach and if not update reports to reflect Oracle ability to deliver.
- Hold weekly/monthly meetings with client both in person (If required) and by conference call.
- Document meeting minutes and outcomes and ensure actions are completed.
- Timely and escalated where needed to line management.
- Ensure any change of scope is referred-back to the account manager for billable services.
- Ensure tasks are allocated and being progressed effectively.
- Build relationships and rapport with key client contacts.
- Become internal expert on supporting FLEXCUBE, OFSLL software
- Enforce standard methodologies, processes and tools
- Help develop account strategy and plan that best leverages company’s resources and strategies to meet customer expectations

**Detailed Description and Job Requirements**

This manager-level position is responsible for

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