Service Delivery Manager

Service Delivery Manager-22000C3L

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

**Preferred Qualifications**

**SDM (Service Delivery Manager) - Managed Services**

Global IT and Telecommunications company is looking for a professional Service Delivery Manager to plan, direct and coordinate all interfacing and additional support related operations for our customers in Mexico/Colombia/Argentina. This person will be responsible for maximizing customer satisfaction, perception of Oracle’s overall support efforts and efficiency in all related communications.
- **Responsibilities**
- Act of as Single Point and Main Escalation Contact for the customer with regards to Oracle Communications platforms related issues/questions
- Interface and liaise with customer´s Operations & Maintenance (O&M) team, Oracle Support, Consulting and Engineering teams in the event of emergencies/crisis
- Manage and actively help in every support related request or concern raised by the customer
- Establish or refine Service Delivery documentation
- Develop and improve Service Delivery activities, processes and best practices that guarantee customer satisfaction related to Oracle support
- Supervise and monitor general customer perception on Oracle installed base of solutions
- Be attentive and supportive to all Service Delivery activities and resources
- Perform quality controls and monitor all customer related communications
- **Requirements**
- Proven work experience as a Service Delivery manager or similar operation management positions
- Good knowledge of organizational effectiveness and operations management
- Adequate knowledge of organizational structures of Telcos
- Technical knowledge on Tekelec products (hands-on experience in DSR, PCRF, EAGLE, STP, PIC, etc) and ACME products (hands-on experience in SBC, SLB, SRP, OCOM).
- Telecommunications technologies and protocols: VoIP, SIP, VoLTE.
- Technical knowledge of wireless core network 3G/4G/5G.
- Technical knowledge of signaling technology Diameter.
- Networking protocols, tools and troubleshooting.
- English: Advanced, verbal and written proficiency. High proficiency in understanding, writing and speaking English mandatory.
- Flexible: availability during nights and weekends may be required for scheduled activities.
- On-call shifts including nights, weekends & bank holidays
- Experience in customer facing roles
- Flexibility to work under pressure and in high performance environments
- Good IT skills (databases, MS Office, etc)
- Ability to effectively communicate with all levels of the organization
- Leadership and organizational skills

**Detailed Description and Job Requirements**

An experienced consulting professional who has an understanding of solutions, industry best practices, multiple business processes or technology designs within a product/technology family. Operates independently to provide quality work products to an engagement. Performs varied and complex duties and tasks that need independent judgment, in order to implement Oracle products and technology to meet customer needs. Applies Oracle methodology, company procedures, and leading practices.

Operates independently to provide quality work products to an engagement. Performs varied and complex duties and tasks that need independent judgment, in order to implement Oracle products and technology to meet customer needs. Applies Oracle methodology, company procedures, and leading practices. Demonstrates expertise to deliver functional and technical solutions on moderately complex customer engagements. May act as the team lead on projects. Effectively consults with management of customer organizations. Participates in business development activities. Develops and configures detailed solutions for moderately complex projects.

5-7 years of experience relevant to this position including 2 years consulting experience preferred. Undergraduate degree or equivalent experience. Product or technical expertise relevant to practice focus. Ability to communicate effectively. Ability to build rapport with team members and clients. Ability to travel as needed.

**Job**: Consulting

**Location**: CO-CO,Colombia-Bogota

**Job Type**: Regular Employee Hire

**Organization**: Oracle