Oracle Service Delivery Manager, Managed Services

Montreal

Do you want to experience the essence of a large organization in a company with a personal touch? Come and work with us We are looking for creative, innovative, and collaborative people like you to join our team.

**Take your ambitions to the next level**:
Alithya’s Oracle Practice has a separate dedicated team for providing post-go-live support and sustainment services for our customers. We service over 120 clients across the US and Canada and have a dedicated team of consultants in Canada, the US and India across ERP, SCM, HCM and EPM pillars of Oracle Cloud Fusion, as well as some Oracle EBS and Hyperion on-premise systems. The Managed Services team also provides enhancements, footprint expansions and other mini project-based work.
We are looking for an experienced service delivery manager on the team to manage client relationships and the associated delivery of work. In this role, you will focus on keeping clients satisfied with our services through monitoring their support requests in our ticketing system (Jira), tracking service metrics, making sure the Managed Services team is keeping up to date, resolving client requests and issues in a timely manner, and tracking against budgets. The role is very similar to a project manager on consulting projects, but in a managed services setting. You will report to the Director of Managed Services.
You will be working with US- and Canadian-based clients who are already live on Oracle products. You will handle multiple customers depending on the size and volume of support associated. Your single most important goal will be to attain 100% customer satisfaction.
- Manage coordination of the working groups engaged in your client’s work;
- Be accountable for the successful delivery of services which leads to new opportunities with existing clients;
- Function as the primary point of escalation for project issues and challenges;
- Focus on building a strong “trusted advisor” relationship with client leadership;
- Be a consistent presence across all engagements and opportunities with an individual client;
- Manage deliverables in line with the statement of work;
- Monitor ticket progress and performance;
- Lead a cooperative, motivated and successful team focused on a common goal;
- When needed, serve as the connective tissue to solve complex challenges:

- Drive new client onboarding and knowledge transition;
- Work with team leads to triage priority issues to the right staff members;
- Track progress of open tickets to ensure timely and efficient resolutions;
- Host status calls with clients;
- Serve as an escalation point for clients and internal team members;
- Review weekly spend reports to track them against client budgets;
- Help with estimating support contracts;
- Draft SOWs and change requests, and assist with sales activities;
- Manage enhancements, mini projects and releases, as well as any other services being provided to the clients;
- Manage the scope associated with the client work and the SOW;
- Approve timesheets and expense reports;
- Validate client billing (verify hours billed and invoices sent);
- Discuss invoice issues with clients;
- Invoice collections assistance and payment from clients (collaborate with accounting);
- Upsell services to clients where appropriate;
- Review ticket history to identify trends (training opportunities, enhancement opportunities, problem areas);
- Work with sales, business development and managed services leadership, providing status updates on clients.

**When it just clicks**:
Does this sound like you?
- Bachelor’s degree or higher;
- Minimum of three years of experience in managing Oracle app implementation projects or supporting engagements in a project manager or service delivery manager role;
- Proficient in Microsoft Office suite (Excel, Word, Outlook, PowerPoint);
- Asset:

- Experience with Jira Service Desk or any other ticketing system (Freshdesk, ServiceNow, etc.).
- Ability to:

- multi-task and work independently;
- communicate and interact with management at the senior and executive level, and influence outcomes.
- Experience working in a flexible, innovative, and fast-paced environment;
- Organizational and customer relationship skills, and attention to detail;
- Passion for providing excellent customer service, relationship development, and project and account management;
- Strong interpersonal and leadership skills and team player;
- Superior communication skills (written, oral and presentation):

- Advanced skills in English are required to communicate with clients directly.

Language skills:

- French: Proficient
- English: Proficient