Job description
• 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.
• 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
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