The TAM is expected to provide assistance with both Technical Support issues and product-usage best practices. The TAM provides advanced reactive support with SRs but more importantly assists customers proactively.
At this level the TAM manages all aspects of an escalation, including situation management and executive communication. The TAM coordinates deliverables that are somewhat less "standard" & "pre-
defined"and works with a list of services & deliverables to organize into a customized & tailored Service Delivery Plan. Once annually, the TAM leads and conduct a detailed account planning session to develop & update the "Plan" to ensure it reflects the particular customer's needs.
At this level, the TAM conducts at least 3 value-based delivery reviews annually for each customer. Candidates typically have a Bachelor's degree or equivalent in IT, management, or related major.
The person should have 10+ years experience with a background of having1) Worked & administered 10g,11g & (12c preferable) production environments.
2) Familiarity in core areas viz. Performance tuning , Backup & Recovery is needed.3) Conceptual understanding of - RAC , Data guard , Grid Control , ASM is needed.
4) Understanding of Oracle Ebiz Architecture and Troubleshooting will be a plus.5) Strong escalation & customer management skills is a must.
6) Experience with managing projects and customer deliverables will be a plus.
Detailed Description and Job Requirements
The Service Delivery Manager is responsible for maintaining and managing the ACS contract relationship with the customer.
The SDM helps the customer leverage their ACS services coupled with their Premier Support contract to maximize the value from their Oracle investment and achieve desired business outcomes.
Ensures that customers and decision makers are influenced and promptly resolves key issues and problems.
The SDM's responsibilities falls into five major areas : ACCOUNT MANAGEMENT, COORDINATION OF CONTRACT DELIVERABLES, CUSTOMER ADVOCACY, ESTABLISH SERVICE VALUE PROPOSITION, and assist with BUSINESS DEVELOPMENT.
The specific details of their responsibilities and task will vary with the type of contract or contracts being covered. ACCOUNT MANAGEMENT : Works proactively with the customer to understand key customer projects, pertinent goals, and customer KPIs.
Develops an account plan and strategy for leveraging the acquired ACS services to achieve the desired value-based objectives.
Perform ongoing account oversight and conduct periodic Account Reviews. COORDINATION OF CONTRACT DELIVERABLES : Develop a Service Delivery Plan that maps key account objectives to specific contract deliverables identified with the ACS contracts.
Manage the Delivery Plan, coordinate resource assignments, and manage Projects to drive the desired results and deliver high-
value to the customer. Properly manage project efforts to prevent scope-creep and ensure optimal profit margin. CUSTOMER ADVOCACY : Serves as the customer advocate within Oracle focusing on Support LOB issues, but also providing assistance across all lines of business.
Customer advocacy needs the SDM both clearly articulating the customers position, but also manage the customer's expectations (and represent the interests of Oracle).
ESTABLISH SERVICE VALUE PROPOSITION : The SDM works collaboratively with the customer and other members of the account team to understand the Key Business Specifications, the appropriate KPIs, and the associated Payback Avenues to drive ROI for the customer.
BUSINESS DEVELOPMENT : Recognizes and solicits business opportunities within customer accounts and develops to the point where the sales organization can engage in deal pursuit.
Demonstrates in-depth understanding of customers' industries and core business processes, and their technical and business needs.
Builds significant long-term relationships with key customer contacts. Significant background in Professional Services, Account Management, Project Management, Enterprise IT Management, Customer Support, Enterprise software deployments, and substantial Business Acumen.
PMP and standard ITIL Certification is desirable. Strong interpersonal skills, Extensive customer "face-to-face" experience at middle or executive levels, Strong relationship building skills, Solid industry experience / knowledge Conflict management skills, time management and self management ability, Strong management skills, Expertise in large (multi-
site or international project management, Business acumen, Strong team orientation. Substantial experience in IT / Account Management.