Cloud Service Delivery Manager
Company: CTI Education Group
Location: Burlington
Posted on: February 25, 2021
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Job Description:
If you require accessibility assistance or accommodation for a
disability when applying for open positions please contact us at
+1.888.404.2494, Option 1. Oracle's Affirmative Action Plan is
available for review by contacting +1.888.404.2494, Option 1. Job
Description - Cloud Service Delivery Manager (210005W2) Job
Description Cloud Service Delivery Manager - 210005W2 No Visa
Sponsorship is available for this position. Applicants are required
to read, write, and speak the following languages : English
Preferred Qualifications The Cloud Service Delivery Manager (CDM)
position is responsible for managing all facets of the customer
experience related to GBUCS' cloud services. In this role you will
work with internal partner contacts to understand their business
and how our solutions support their business and facilitate
resolution to any issues or concerns that arise. With this
knowledge you will coordinate with internal technical groups to
ensure systems and processes are optimized to meet the customer's
needs. You will also develop project plans and coordinate activity
for new implementations and upgrades. This position also plays a
key role in coordinating internal teams on the creation and testing
of new solutions.
Job Requirements/Responsibilities:
-- Skilled at establishing and managing strong manager-level client
relationships
-- Exceptional problem solving, issue resolution and customer
service skills
-- Single point of contact for operational delivery for all
day-to-day issues with our various offerings
-- Assist/guide internal Oracle groups on how to effectively use
the various tools & environments associated with our cloud
delivery
-- Conduct problem management and drive actions to closure with
respect to customer outages and service issues, process and/or
service delivery gaps
-- Document and formally transfer all customer environments to our
customers
-- Coordinate and ensure timely response and resolution to all
service activity, promote management awareness of issues when
appropriate
-- Assist in the coordination of maintenance windows between all
impacted organizations
-- Work with service delivery teams to identify common issues and
develop and publish Knowledge Management articles
-- Responsible for creating customer metrics, analyzing trends and
making recommendations to proactively manage customer
relationship
-- Assume overall responsibility for customer satisfaction with the
understanding of customers life cycle management w.r.t trials and
its management
-- Comfortable working in a highly matrixed environment
-- Responsible to interpret service delivery gaps and understand
the data dependencies between the various health science systems of
any enterprise
-- Good understanding of HIPAA, PCI and other industry compliance
frameworks; experience working with audit and compliance teams for
reviews both internal and external
Qualifications:
-- Bachelor's degree in information systems or related field
preferred.
-- Demonstrated prior Account Management / Engagement Management
experience.
-- Minimum 10 years of work experience with increasing levels of
responsibilities in a technical support role managing customer
portfolio and product solutions
-- Excellent analytical and decision-making skills.
-- Demonstrates a positive attitude and energy.
-- Self-motivated, excellent work ethic, goal oriented and strong
team player.
-- Strong written and oral communication skills.
-- Able to work off hours when needed
-- Knowledge of ITIL framework (ITIL certification preferred)
-- Knowledge/experience in Agile service delivery framework,
including use of JIRA to track projects and initiatives (ITIL
certification preferred)
-- Six Sigma Trained (Agile Scrum certification preferred) Detailed
Description and Job Requirements Coordinates all aspects of
internal information system-specific projects from initiation to
delivery. Projects often involve network, server, or software
implementation and upgrades, PC deployment and the like.
Coordinates work performed by IT staff and internal
customers/partners by defining project specifications, performing
feasibility and needs/impact assessments. Develops detailed project
plans and manages all implementation processes including resource
allocation, progress tracking, monitoring change control process,
testing, documentation, training and on-time delivery within budget
constraints.
Work is non-routine and very complex, involving the application of
advanced technical/business skills in area of specialization.
Leading contributor individually and as a team member, providing
direction and mentoring to others. BS or MS degree or equivalent
experience relevant to functional area. Typically seven years of
project management, product design or related experience
needed.
Oracle is an Affirmative Action-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, protected
veterans status, age, or any other characteristic protected by
law.
Job : Information Technology Location : US-MA,Mass-Burlington Job
Type : Regular Employee Hire Organization : Oracle All over the
world, people's lives are better because of Oracle. Want to make a
difference? Join our company of change-makers. From Oracle to
culinary school and back again. Bonnie Carlson Kaypaghian uses the
skills she learned to create recipes for her daughter's Type 1
Diabetes and has written a cookbook to share with the world.
#LifeatOracle If you require accessibility assistance or
accommodation for a disability when applying for open positions
please contact us at +1.888.404.2494, Option 1 Oracle's Affirmative
Action Plan is available for review by contacting +1.888.404.2494,
Option 1.
Keywords: CTI Education Group, Boston , Cloud Service Delivery Manager, Executive , Burlington, Massachusetts
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