Description Accountable for providing customers with the guidance and support needed throughout the full life cycle of implementation to ensure successful and most effective use of Oracle’s products and related implementation services. Maximize the customers' use of Support Services, drive a high degree of satisfaction, referenceability and protect/enhance revenue streams. Advocates for customer and becomes a trusted advisor aligning with the stakeholders of their assigned customers. Responsibilities Responsibilities Service Delivery Manager (SDM) / Technical Account Manager (TAM) - ACS UK Oracle is leading a Cloud revolution. Emerging technologies are disrupting old paradigms and unleashing new opportunities. We are transforming the world of business, empowering nearly half a million businesses across the globe to turn untapped potential into real business value. We enable companies to reimagine their businesses, processes, and experiences to outpace change. Oracle Advanced Customer Services (ACS) is a Global Line of Business with over 20 years of experience providing dedicated support to more than 6,000 companies in 100 different countries, our services are designed to meet the ever-evolving needs of our customers. By working with them to understand their unique requirements and business goals, Advanced Customer Services helps them embrace the right technology to shape their future and achieve more. Role Purpose Help customers maximise the value from their Oracle investment and achieve business outcomes by managing the successful delivery of the comprehensive portfolio of ACS delivery and optimisation services across all the Oracle products and technologies, both on premise and within the cloud layers. Maintain and manage ACS customer relationships to ensure that customers and decision makers are influenced and delighted. Strive to provide a high degree of satisfaction and protect and enhance Support revenue streams. Key responsibilities The specific details of responsibilities and tasks will vary but will primarily be in the Enterprise Delivery / Managed Cloud area of ACS solutions. The SDM/TAM's responsibilities falls into five major areas: 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. ESTABLISH SERVICE VALUE PROPOSITION: The SDM/TAM 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. 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/TAM both clearly articulating the customer’s position, but also manage the customer's expectations (and represent the interests of Oracle). BUSINESS DEVELOPMENT: Recognises and solicits business opportunities within customer accounts and develops to the point where the sales organisation can engage in deal pursuit. Key skills & Competencies Demonstrates in-depth understanding of customers' industries and core business processes, and their technical and business needs. Driving competitiveness and innovation Builds significant long-term relationships with key customer contacts. Background in Professional Services, Account Management, Project Management, Enterprise IT Management, Customer Support, Enterprise software deployments. Experience in escalation management and change control. Change agility PMP and standard ITIL Certification is desirable, some knowledge / experience of AGILE Strong interpersonal skills, Extensive customer "face-to-face" experience at middle and executive levels Strong relationship building skills, communicating openly and effectively to influence. Solid industry experience/knowledge Conflict management skills, time management and self-management ability. Strong management skills, Inspirational Leadership inspiring others through your example Business acumen, understanding of the wider objectives of the Project(s). Making timely business decisions with sound judgment Proactively manage the contract/project delivery to completion / customer acceptance Proactively report on any potential risks / issues that may impact service delivery or customer satisfactions Strong team orientation, Leveraging the combined strength of Oracle Experience in IT/Account Management. Monitor and report revenue forecast and margin estimates, revenue and margin achievements for each contract Work in line with customer working practices and procedures, if contractually agreed Operate in line with Oracle ACS’s business processes and procedures Operate in line with Oracle Global and local HR policies and procedures