Job Description

• Responsible for leading a team of Partner Service Delivery Managers (PSDM) in JAPAC region.
• Ensure execution upon the territory coverage strategy in countries outside of Oracle Service Locations within the defined region through Field Delivery Support Provider (FDSP) and Field Service Delivery subcontractors (collectively ‘Service Delivery Partners’) in line with Oracle System Support policies, strategy and budget.
• Responsible for PSDM related operational excellence in a defined region
• Act as the primary regional contact for Service Delivery Partner related topics.

• Experienced front-line manager, acting independently
• Responsible for leading a team of Partner Service Delivery Managers in JAPAC region
  • Assigns PSDM performance objectives for each team member and measures individual performance against plan.
  • Develops employees through regular 1:1s, performance reviews, development and training needs.
  • Masters all Partner Service Delivery Management related processes and advises team members on how to efficiently use tools, processes and policies.
  • PSDM country assignment & workload management
  • Recruits & develops Partner Service Delivery Managers, participates in recruiting for other regions
• Responsible for execution upon the territory coverage strategy in countries outside of Oracle Service Locations within the defined region through Field Delivery Support Provider (FDSP), and (FDSP acting as) Field Service Delivery subcontractors (collectively ‘Service Delivery Partners’) in line with Oracle System Support policies, strategy and budget.
  • Support expansion of Oracle C@C footprint by enabling underlying HW support through Field Service Delivery subcontractors outside of Oracle Service Locations
  • Support expansion of Oracle Cloud footprint by enabling high quality DC field delivery support through FDSP acting as subco in countries where no or limited Oracle field resources available
  • Support PSDM’s in the execution of the defined delivery strategy upon legal entity implementation
  • Support PSDM’s in the execution of logistics related strategic projects
  • Support Field Service Managers/Area Leaders as per business requirements
• Responsible for PSDM related operational excellence in a defined region, including but not limited to :
  • Partner management KPIs and metrics improvement
  • PSDM financial management associated to Field Service Delivery subcontractors in a defined region
  • Exceptional subcontractor installations
  • FDSP on/off boarding and renewals
  • Deal approvals
  • Quarterly Business Reviews
• Primary regional point of contact for other Oracle LOBs for any indirect delivery situation and Service Delivery Partner escalated issues.
  • Manage Service Delivery Partner escalations in conjunction with the Situation Management Team & other relevant stakeholders or direct escalations to the appropriate owner as applicable. Resolve disputes when necessary.
  • Collaborate with X-LOB teams (Logistics, HW Sales, Premier Sales, Alliances & Channels, etc.) on Service Delivery Partner related queries.
  • Review/provide input to requests for System Support delivery outside Oracle Service Locations (where Oracle does not have a local legal / delivery presence).
• Periodic regional status reporting to senior management

Career Level - M3

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