Cloud Service Delivery Manager

Company: CTI Education Group
Location: Burlington
Posted on: February 25, 2021

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