Technical Account Manager - Oracle Saas Product (ERP, SCM)

Service Delivery Manager

At Oracle, we're committed to helping our customers transform how they do business through leading-edge technology and innovative cloud solutions. The Customer Success Services (CSS) team delivers exceptional support for the full suite of Oracle SaaS Products and PaaS components, aligning with Oracle's mission to drive customer success, digital transformation, and adoption of AI-enhanced solutions. Our collaborative environment values diversity, learning, and customer-centricity.

As a Service Delivery Manager, you will act as the pivotal contact between Oracle and key customers, ensuring seamless delivery and ongoing optimization of services for Oracle SaaS (ERP, SCM, WMS, OTM) and Oracle Integration Cloud solutions. You will lead virtual teams, champion service improvement, and drive customer engagement strategies aligned to Oracle's AI vision.

Mandatory:

• 13+ years in enterprise implementation, IT service management, project/account management, or equivalent advanced degree.
• Proven track record leading complex, global service delivery and project management in SaaS/Cloud environments.
• Hands-on experience with Oracle SaaS (ERP, SCM, WMS, OTM), with at least 2 end-to-end project implementations.
• Deep functional understanding of Oracle SaaS and exposure to Oracle AI integrations.
• Experience in customer "face-to-face" engagement at executive/C-level.
• Extensive experience in service delivery management within large, multi-site/global engagements.
• Strong organization, communication, leadership, and interpersonal skills.
• Ability to manage high-pressure situations and dynamically reprioritize as needed.
• Degree in a relevant field (technical or management); ITIL, PMP, Prince2 certifications or equivalents preferred.

Good-to-Have:

• Oracle AI certification.
• Demonstrated ability to lead cross-functional teams and deliver innovative customer solutions.
• Advanced

Key Responsibilities:

• Serve as the single point of contact for customers, overseeing delivery of Oracle SaaS and PaaS solutions.
• Manage and prioritize service delivery activities, resources, and customer growth plans in line with Oracle's AI strategy.
• Review and interpret existing contracts/service scopes; develop and execute robust service delivery plans.
• Conduct regular business and operational reviews for stakeholders, providing insights and driving actionable outcomes.
• Implement service improvement policies and processes to maximize customer satisfaction.
• Coordinate and manage changes in customer environments per strategic customer direction.
• Drive improvement initiatives and support the customer in adopting new Oracle innovations.
• Foster collaboration between customers and internal Oracle teams (Product Management, Business Partners), leading projects from inception to delivery.

Career Level - IC5

Required Skills:

• Account Services
• Customer Support

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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.

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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.