Job description
We are looking for a strategic and results-driven, Director of Global Technical Services, as a Managed Services lead with deep expertise in the Oracle Utilities Application Framework (OUAF) to define, grow, and deliver our Managed Services offerings. This role requires a blend of sales acumen, delivery oversight, and operational leadership to support long-term client relationships and service excellence in the Utilities industry.
As a key leader, you will shape the Managed Services go-to-market strategy, respond to RFPs, manage delivery engagements, and implement processes based on ITIL standards-all while ensuring value-driven service delivery tailored for Oracle Utilities clients.
Key Responsibilities
Strategy and Sales Enablement
- Develop compelling RFP responses, sales collateral, and pricing models aligned with client needs and OUAF-based services.
- Partner with business development teams to position and present Managed Services offerings in client meetings and shortlist presentations.
- Support contract development and negotiation, focusing on managed services contracts, SLAs, and performance metrics.
Client Engagement and Account Management
- Serve as Delivery Manager for Red Clay’s Managed Services clients.
- Build and maintain trusted relationships with key stakeholders, ensuring consistent service delivery and issue resolution.
- Collaborate with account teams to drive account expansion and client satisfaction.
Service Delivery and Operations
- Oversee day-to-day service delivery performance, ensuring high availability, SLA compliance and operational efficiency.
- Establish, document, and maintain Standard Operating Procedures (SOPs) in line with ITIL best practices.
- Manage project tracking and reporting.
Team Leadership and Governance
- Guide staffing plans, cost modeling, and resource allocation across Managed Services engagements.
- Support hiring and team development strategies for high performing, globally distributed Managed Services team.
- Collaborate with internal support functions (finance, operations, HR, Information Security) for budgeting and compliance.
Required Qualifications
- Oracle Utilities Application Framework Solution Architect experience – deep understanding of OUAF architecture, customization, and integration capabilities.
- Demonstrated experience leading or developing Managed Services or long-term support engagements.
- Knowledge of ITIL frameworks, with experience creating and managing SOPs for ongoing service operations.
- Strong customer-facing communication and contract negotiation skills.
- Proficient in managing offshore/onshore teams and vendor coordination.
Preferred Qualifications
- ITIL Certification (Foundation or higher)
- Familiarity with Oracle Cloud Infrastructure and hybrid deployment models
- Background in utility sector transformation projects or digital operations
