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Posted: Friday, 24 February 2017, 19:05

The Cloud Delivery Manager (CDM) position is responsible for managing all facets of the customer experience related to our cloud offerings. In this role you will work with internal and external customer 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 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 “manager” level client relationships Exceptional problem solving, issue resolution and customer service skills Single point of contact on 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 Responsible to document and formally transfer all customer environments to our customers Coordinate and ensure timely response and resolution to all service activity, promote management awareness 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. Comfortable working in a highly matrixed environment Responsible for coordinating 24/7 Incident management activity for assigned customers Own and manage internal processes related to problem management for all aspects of hosting services. Utilize process skills and knowledge in building effective service delivery measures and continuous improvement indices working with cross functional hosting and management teams. Qualifications: Bachelor’s degree in information systems or related field preferred. Demonstrated prior Account Management / Engagement Management experience. Minimum 9 years of work experience with increasing levels of responsibilities in a technical support role 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) Ability to work as part of an on call structure for customer issue management

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.

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• Location: Delhi, Noida

• Post ID: 31734322 delhi is an interactive computer service that enables access by multiple users and should not be treated as the publisher or speaker of any information provided by another information content provider. © 2017