Continuous Improvement Service Manager

Continuous Improvement Service Manager-22000C2D

**Applicants are required to read, write, and speak the following languages***: English

**Preferred Qualifications**

**About Oracle Consulting**

Oracle Consulting is focused on Oracle Cloud solutions and staffed with the experts that others turn to for best practices. With our global scale of more than 7,000 experts in more than 100 countries driven by core values of client service, candour, collaboration, commitment & character, we know how to move our customers to the Oracle Cloud using our proprietary Cloud native methodology covering governance, people, process and technology as quickly and cost effectively as possible with the lowest risks.

Oracle Consulting leads in customer success, delivery excellence and innovation. Our experts deliver industry-leading solutions utilising their experience and the most sophisticated Oracle product access, capabilities, methods, and tools across diverse industries and geographies. Our 100% Oracle Cloud Certification mandate ensures our customers’ projects are staffed with the best in the business.

**Position Description**

The Continuous Improvement Service Manager (CISM) will be responsible for operational support services and continuous improvement services for an iconic Oracle Consulting client. Currently, a large program of work is underway to enable a step change for the client. The CISM role will be pivotal to designing and leading the steady operational state of this significant step change program. It will be a challenging, rewarding and career defining opportunity for the right person.

Come join us, lead the operational service management stream, and make your mark.

The Continuous Improvement Service Manager reports to the Portfolio Success Manager within the Enterprise portfolio of Oracle Consulting in ANZ.

**Key Responsibilities**
- Responsible for engagement, management and delivery of operations support services and Continuous Improvement (CI) services
- Engage clients at all levels, from operational to senior management, to understand business objectives, performance measures, and lead our onshore & offshore support teams to achieve ongoing successful outcomes
- Provide input into new CI and operation support offers, terms, and conditions. Provide advice to clients and internal stakeholders on inclusions and exclusions of existing contracts (e.g., what’s possible and doable under the contract) to bring clarity and manage expectations when required
- Coordinate complex & parallel CI and operations support service tasks and conflicting service requirements as required
- Lead senior client conversations and recommend next steps
- Responsible for the financial management of service delivery budget allocations and resources
- Proactively work on assessing and reporting on client success, and own the CI and operational support service discussions and outcomes
- Manage day-to-day interactions, service operations and engagements with internal, and external teams as required
- Actively manage service level agreements and resolve customer escalations, service scope misalignments, resourcing gaps, and technical challenges
- Review complex CI and operations support service requests from clients to determine how they can be implemented/ rolled out using established processes and best practices, then translate them into deliverables and milestones
- Contribute towards expanding continuous improvement and operational support service opportunities
- Provide thought leadership, best practices and standards on service delivery and service management
- Provide team mentoring and play an important part of the overall success of the Oracle Consulting group
- Other tasks as required

**Role Requirements**

**Experience & track record**:

- 10+ years’ experience in service management and service delivery in large complex organisations and/ or tier 1 or 2 professional services organisations
- Proven experience in senior stakeholder and executive engagement and influencing decision makers

**Content Knowledge**
- High-level knowledge to communicate and discuss business process and technology solutions (e.g., ERP/ SCM) with senior stakeholders
- Understanding of cloud technology platforms and methods to know what works and what does not work for Cloud projects
- ERP/ SCM service and support management experience and knowledge is highly regarded but not essential

**Service Delivery & Service Management**
- Experience and knowledge in roadmap planning/ scheduling, understanding, and interpreting service contracts
- Solid experience in managing and resolving service escalations to achieve successful win-win outcomes
- Extensive skills and experience developing and overseeing service management/ delivery processes to drive quality, recovery, and commercial success
- Experience and knowledge in service management and work prioritisation techniques and methods

**Leadership & General Management**
- Proven leadership skill