Jerralin Murray

I build and lead high-performing National and Global Service delivery teams that drive adoption, value realization, and net retention, with over a decade of leadership across enterprise cloud implementations and retail customer delivery, including roles as a Service Delivery Manager at Oracle and Executive Service Manager at NCR. Throughout my career, I have partnered with Regional Sales Directors, Product Managers, and Professional Services teams to execute targeted account strategies, mitigate risk, and expand portfolios by combining rigorous delivery governance, executive engagement, and AI-driven Customer Success practices—such as predictive health analytics and automated workflows. I transform operational telemetry into proactive growth.

Through team coaching and structured Executive Business Reviews, I consistently convert high-stakes enterprise accounts into predictable, long-term retention and revenue engines.

Project Manager (PM) / Service Delivery Manager (SDM) at Oracle (2025-04 – 2026-04)

• Developed an excellent working relationship with the client and became a "trusted advisor".
• Provided Service Delivery Governance to meet customer needs while using resources to optimally and efficiently deliver the required services
• Ensured a single point of accountability for the success of the Managed Services organization with our customers
• Interfaced at the highest levels both internally and with Client teams.
• Developed a product usage roadmap with the client.
• Ensured that the client renewed and extended their contractual relationship with Oracle.

Executive Services Delivery Manager (ESDM) at NCR Voyix (2019-01 – 2024-06)

• Managed client relationships and proactively anticipated customer needs
• Built and maintained strong, long-term relationships with key stakeholders in client organizations.
• Collaborated with the sales team to develop accounting strategies and plans that drive revenue growth.
• Spearheaded Software installation, SaaS, Professional Services, and hardware installation, and helped with help desk support, resulting in an 80% increase in client retention and a 20% increase in upsell opportunities across a $150 M portfolio.
• Led a cross-functional team of 16 Customer Success Managers launching a real-time predictive analytics tool, reducing the number of manual reports and providing operations data to the customer.
• Streamlined the service contract by creating templates with the legal team, reducing the legal review and contract turnaround times by 40%.
• Led the successful adaptation of the NextGen software, increasing recurring revenue by 10% yearly.

Senior Professional Services Project Manager (PM) at NCR CORPORATION (2012-10 – 2019-01)

• Managed Software installation projects for Professional Services, ranging from $500K to $5M, regularly meeting 40% margin returns.
• Defined project scope, objectives, and deliverables with senior management and stakeholders
• Conducted project reviews and implemented lessons learned, improving future project performance.
• Defined the vision and goals of the Managed Services department, executing impactful results through strategic leadership.
• Demonstrated ability to build trust and foster lasting relationships with clients and team members.

Software Release Project Manager (SRPM) at NCR CORPORATION (2007-01 – 2012-10)

• Ensured software products were delivered on time, within scope, and to a high standard. Communicated clearly and effectively with all stakeholders, regularly updating release status and issues. Oversaw the release lifecycle, including scheduling, coordinating, and directing releases across multiple environments.
• Decreased delivery process time by 40%, introducing automation tools to perform scheduled release builds and smoke testing.
• Created and maintained release schedules, coordinating with development, QA, operations, and project management teams.
• Managed a team of 13 software configuration engineers, fostering a collaborative and productive work environment.
• Reduced customer-reported defects by 20% by implementing a process to verify coding quality.

Quality Assurance Manager of Systems Integration (QA) at NCR CORPORATION (2001-01 – 2007-01)

• Ensured that products or services met established quality standards and aligned with customer expectations.
• Assessed and mitigated risks related to quality throughout the project lifecycle.
• Defined quality metrics and set benchmarks for performance and compliance.
• Developed and implemented quality assurance policies, processes, and procedures.
• Ensured compliance with industry regulations, certifications, and legal requirements.
• Liaised with product development, production, and customer service teams to ensure seamless quality integration.
• Managed the QA department's budget effectively, ensuring cost efficiency without compromising quality standards.

Master's Degree in Project Management (MPM) – Keller Graduate School of Management

Bachelor's Degree in Computer Information Systems (CIS) – DeVry University

Bachelor's Degree in Electrical Engineering (EE) – North Carolina Agricultural and Technical State University