Oracle Service Delivery Manager

About the role

Centroid has spent over 20 years helping complex companies accelerate digital transformation through cloud‑based business solutions. The company provides advisory, deployment, migration, integration, and managed services, aiming to deliver superior client service while fostering employee growth. This full‑time, remote position is for a Service Delivery Manager (SDM) who will manage and develop Centroid’s support relationships and deliver managed‑service offerings across multiple client engagements.

Responsibilities

• Coordinate support resources and facilitate communication with customers, internal partners, and vendors.
• Lead team training to ensure familiarity with IT service delivery processes and best practices.
• Maintain knowledge and capabilities of team functions, operations support, and people management.
• Manage and oversee 24 × 7 support operations delivered by a global team.
• Design and follow an appropriate governance model/plan for SLA‑based support contracts.
• Drive cross‑functional interaction to ensure successful, timely delivery of high‑quality support services.
• Ensure systems, processes, and methodologies are followed for effective monitoring, control, and support of service delivery.
• Manage regular internal and customer‑facing operational reporting, including system uptime, incident management, resource forecasting, utilization, and overall account status.
• Ensure timely and accurate monthly billing in accordance with client contracts, including reviews and management of resource time and timesheets.
• Define and implement processes to enable the functioning of a global support center.
• Maintain excellence in service delivery to maximize customer satisfaction and minimize downtime.
• Identify and drive process improvements to enhance team performance and service quality.
• Lead improvement initiatives at client engagements and across Centroid.
• Onboard new Managed Services clients to the Centroid delivery team.
• Track, manage, negotiate, and maintain client Statements of Work (SOWs), budgets, and project resource timesheets.
• Communicate potential change‑order needs with clients based on new support requirements or projects.
• Stay current on the latest industry technologies and Centroid service offerings.
• Collaborate with Centroid Consulting and Sales on Managed Services sales pursuits.

Required qualifications

• Minimum of 10 years of applicable industry experience delivering Enterprise IT Services.
• 3 to 5 years managing teams within an IT Service Delivery organization.
• Proven ability to manage multiple accounts and engagements across diverse industries and technologies.
• Demonstrable experience managing customers and delivering IT services.
• Strong people‑management skills.
• Excellent written and oral communication abilities.

Preferred qualifications

• ITIL Service Delivery qualification (desirable).
• Experience managing projects utilizing Oracle technology (strongly preferred).
• Expertise in Oracle applications, databases, infrastructure solutions, cloud, and systems integration (strongly preferred).
• Experience working with multiple cloud service providers, including AWS and Google Cloud.
• Bachelor’s degree.

Travel

Remote position with travel of 10 % or less.