Service Delivery Manager

The purpose of this role is to oversee customer consumption and ensure accurate billing for Oracle alloy platform. Currently, any overconsumption is identified and billed manually, which introduces operational risk and increases the potential for revenue leakage. The SDM will be responsible for reviewing consumption on a monthly basis and initiating the required billing activities, ensuring that all chargeable usage is captured and invoiced in a timely manner.

Qualifications

• Bachelor degree in Computer Science or Electronics or any discipline.
• Good understanding of Cloud Platform
• Experience in supporting Oracle products
• Certification in Oracle preferred
• Understanding of ITIL V4 and certification preferred
  
  

Experience

• 7+ years experience in Service delivery management or program management
• Experience in Supporting Oracle products
• Experience in supporting cloud platforms
  
  

Skills

• Good communications skills
• Ability to understand Oracle products
• Can work independently and take ownership of issues
  
  

Key Accountabilities

• Customer Service Governance – Act as the primary service delivery owner for assigned customer accounts, ensuring effective governance, regular service reviews, and adherence to contractual commitments and agreed SLAs.
• Consumption & Usage Management – Monitor and review customer service consumption on a monthly basis, identifying overconsumption, additional usage, and any deviations from contracted entitlements.
• Billing & Revenue Assurance – Ensure all chargeable consumption and additional services are accurately captured and communicated for billing within the required timelines, minimizing the risk of missed billing and revenue leakage.
• Billing Validation & Coordination – Coordinate with Billing, Finance, Commercial, and Operations teams to validate consumption data, initiate required billing activities, and resolve billing discrepancies.
• Service Performance Management – Monitor overall service performance, SLA/KPI compliance, incidents, service requests, and recurring operational issues to maintain service stability and customer satisfaction.
• Risk & Issue Management – Proactively identify operational, commercial, and service delivery risks and drive appropriate corrective and preventive actions with relevant stakeholders.
• Customer Lifecycle Management – Maintain end-to-end oversight of the customer service lifecycle, including onboarding, operational delivery, service changes, consumption growth, renewals, and service termination where applicable.
• Reporting & Management Visibility – Maintain accurate consumption, billing, SLA, and service performance reporting and provide appropriate visibility through periodic customer and internal governance reviews.
• Cross-functional Coordination – Work closely with Operations, Engineering, Finance, Billing, Sales, and Commercial teams to ensure seamless service delivery and timely resolution of customer requirements.
• Continuous Improvement – Identify opportunities to improve service governance, automate consumption and billing controls, reduce manual dependencies, and enhance overall operational efficiency.