Service Delivery Management Consultant 4- Support

The Service Delivery Management Consultant will oversee Service Level Agreement (SLA) Management for Oracle Health global customers. This role will be responsible for providing external and internal reporting around SLA attainment metrics as well as reviewing service requests for accurate documentation to ensure contractual obligations are being met. The analyst will use business intelligence tools to provide information and metrics that will drive leadership strategic decision-making and allow department mangers to act on adverse trends. This position requires a keen analytical ability to synthesize data and correlate metrics that will support achievement of organizational goals., The Consultant will ensure monthly reporting obligations, data pulls, and audits are properly completed. They will partner closely with Support Services Owners and Finance contacts to ensure accurate data and related financial penalty information is being reported accurately. They will provide regular reporting updates which will be provided to Support leadership to identify areas of improvement and make recommendations. They will review service requests to ensure accurate documentation and categorization. They will manage the accuracy of database tables and troubleshoot issues that arise related to Service Levels in front-end tooling, back-end database tables or reporting. They will monitor service level data and service level health across the service request life cycle. The Consultant will review and analyze contractual agreements between the company and its clients, playing a role in risk mitigation, compliance, and business requirement alignment.

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