Kyle Becker

Service Delivery Support Manager - Oracle Advanced Customer Services @Oracle

Dallas-Fort Worth, TX, US

Act as liaison between sales, support, and large enterprise customers using Oracle\'s hosted services platform - which is called Oracle Managed Cloud Services (was called On Demand).The Service Delivery Manager is the customer’s single point of contact for OMCS hosting and Managed Services. We are charged with developing and managing the OMCS support relationship with designated accounts. Throughout the engagement we all strive to maximize the customers’ use of OMCS Services, and drive a high degree of satisfaction and referenceability. My job duties are varied and extremely complex, requiring independent judgment, logical reasoning, troubleshooting skills, and excellent verbal and written communication skills. I have demonstrated a strong commitment to ensuring our customers’ success and long term satisfaction.Roles and Responsibilities:Support Planning - Creates and maintains Customer Services Plan integrating Periodic Maintenance Plans, proactive patching and activities supportive to the mutual benefit of the customer and OMCS.Communication Plan - Creates and cultivates an environment of effective communications by initiating, facilitating, and participating in communication with the external customer, implementers and partners.Customer Insight - Proactively positions additional Managed Service offerings where customer opportunities are discovered or the customer is considered at risk.Problem Management - Proactively resolves problems endangering the timely processing of OMCS and Oracle Product Support invoices and renewals. Relationship Management - Responsible for the establishment and growth of executive customer relationships in supported information technology and key business areas.

Southern Methodist University

N/A, Networking Technologies