Offer summary

Qualifications:

Deep expertise in Oracle Utilities Application Framework (OUAF)., Experience leading Managed Services or support engagements., Knowledge of ITIL frameworks and SOP management., Strong communication and contract negotiation skills..

Key responsibilities:

Develop RFP responses, sales collateral, and pricing models.

Manage client relationships and ensure service delivery performance.

Oversee day-to-day operations and maintain SOPs aligned with ITIL.

Lead staffing, resource allocation, and team development for Managed Services.

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