Snr Manager Service Delivery

Leading a team of Partner Service Delivery Managers (PSDM) in JAPAC region. Ensuring execution upon the territory coverage strategy.
Responsible for leading a team of Partner Service Delivery Managers (PSDM) in JAPAC region.
Ensure execution upon the territory coverage strategy in countries outside of Oracle Service Locations within the defined region through Field Delivery Support Provider (FDSP) and Field Service Delivery subcontractors (collectively ‘Service Delivery Partners’) in line with Oracle System Support policies, strategy and budget.
Responsible for PSDM related operational excellence in a defined region
Act as the primary regional contact for Service Delivery Partner related topics.
Experienced front-line manager, acting independently
Responsible for leading a team of Partner Service Delivery Managers in JAPAC region
Assigns PSDM performance objectives for each team member and measures individual performance against plan.
Develops employees through regular 1:1s, performance reviews, development and training needs.
Masters all Partner Service Delivery Management related processes and advises team members on how to efficiently use tools, processes and policies.
PSDM country assignment & workload management
Recruits & develops Partner Service Delivery Managers, participates in recruiting for other regions
Responsible for execution upon the territory coverage strategy in countries outside of Oracle Service Locations within the defined region through Field Delivery Support Provider (FDSP), and (FDSP acting as) Field Service Delivery subcontractors (collectively ‘Service Delivery Partners’) in line with Oracle System Support policies, strategy and budget.
Support expansion of Oracle C@C footprint by enabling underlying HW support through Field Service Delivery subcontractors outside of Oracle Service Locations
Support expansion of Oracle Cloud footprint by enabling high quality DC field delivery support through FDSP acting as subco in countries where no or limited Oracle field resources available
Support PSDM’s in the execution of the defined delivery strategy upon legal entity implementation
Support PSDM’s in the execution of logistics related strategic projects
Support Field Service Managers/Area Leaders as per business requirements
Responsible for PSDM related operational excellence in a defined region, including but not limited to :
Partner management KPIs and metrics improvement
PSDM financial management associated to Field Service Delivery subcontractors in a defined region
Exceptional subcontractor installations
FDSP on/off boarding and renewals
Deal approvals
Quarterly Business Reviews
Primary regional point of contact for other Oracle LOBs for any indirect delivery situation and Service Delivery Partner escalated issues.
Manage Service Delivery Partner escalations in conjunction with the Situation Management Team & other relevant stakeholders or direct escalations to the appropriate owner as applicable. Resolve disputes when necessary.
Collaborate with X-LOB teams (Logistics, HW Sales, Premier Sales, Alliances & Channels, etc.) on Service Delivery Partner related queries.
Review/provide input to requests for System Support delivery outside Oracle Service Locations (where Oracle does not have a local legal / delivery presence).
Periodic regional status reporting to senior management
Career Level - M3
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