Director of Global Technical Services

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