This position will be responsible for managing a Line of Business responsible for providing customers with the guidance and support needed throughout the full life cycle of implementation to ensure successful and most effective use of Oracle s products.
In addition, this position will be a leader in ensuring overall customer satisfaction with Oracle s products and related implementation services.
This position is part of the Support Advanced Customer Services organization.
This leadership position has direct revenue and margins responsibility, within an identified geography. The role is a manager of other managers, covering the full lifecycle of a TAM delivery team s capabilities and skillsets, and is responsible for continuous delivery practice development.
The job role is also responsible for ensuring successful implementation of Oracle Applications at customer sites from initial pilot to full customer production rollout, ongoing support for customers in production, and overseeing the ACS delivery organization within that specified geography.
He / she will ensure high levels of customer satisfaction by making certain that quality and productivity guidelines are established and strived for by each team, driving quality / productivity improvement efforts, understanding and conveying strategies of the Oracle Support Services organization, and positioning the organization within support and Oracle.
Assists in the development of short, medium, and long term plans to achieve strategic objectives. Regularly interacts across functional areas with senior management or executives to ensure unit objectives are met Demonstrated success at Oracle for at least.
3 years and as a TAM Manager for at least 2 years (or have prior experience in managing large delivery teams and with P&L responsibility for at least 3 years).
Recommended more than 12 years of professional Information Systems implementation experience in the package application space.
Project Management (PMP) certification or extensive Project Management experience across global and diverse organizations.
Desired Candidate Profile
W ORKING IN SHIFTS IS A PRE REQUISITE
Mandatory skills in Applications. Hands on experience in implementing / supporting
Oracle SaaS - Fusion HCM, ERP, SCM
Oracle SaaS - CX suite of products
Oracle SaaS - EPM Suite of products
Oracle Analytics Cloud Services
Oracle PaaS for SaaS
Apps Unlimited - EBS, PSFT, JDE, Hyperion
Candidates with Oracle SaaS - CX suite of products will be preferred.
Below are the manager attributes required for the above technologies
ACCOUNTABILITIES
Escalation management :
Assumes leadership role in Incident management by monitoring progress, assignments, managing and routing as required to progress and escalations.
Manage customer escalations and engage the team members, customers, various Oracle groups as needed.
Responsible for adherence to customer’s SLA’s as well as internal productivity targets
Scoping and executing the Services
Manage resources performing the Services, work assignments, prioritization
Gather metrics and drive process improvement
Resource Staffing, Skill Development, Training and Utilization
Manage Risks, Issues, Mitigation and Escalations
Ensure Process Compliance
Responsible for Quality Audits
Proactively escalates where required to Oracle Senior Management
Manages Contract and Invoicing issues
Work with the customer to become a reference
Work on internal project & initiatives which require temporary region-wide access to data
Support Pre-sales efforts
Review existing services including to ensure a thorough understanding of the requirements
Produce Project Scope Objectives and Approach that outline the Project Management processes and include :
Generate & manage work plan, key deliverables, resources required, roles and responsibilities, risks, issues and dependencies according to and OMCS standards
Produce regular and accurate progress reports
Regularly update the users and ACS team on progress against Plan
Implement Service Improvement policy and processes
Establish priorities
Lead the Change Control Board and co-ordinate global downtime as required and obtain appropriate internal approval
Plan for service growth
Account Relationship Management
Builds and Maintains relationships with customers IT Teams, Key Business Units and Partners
Leverages Key Oracle Senior Management to drive Oracle’s commitment and partnership within customers organization
Participates and assists customer in building Strategic Business Plans and translating into actionable Operational Plans / Project Initiatives
Manage overall service delivery
Support Oracle Business Development initiatives
Program Management
Provides Program oversight and direction to the delivery team to meet customer objectives
Reviews Performance Metrics with the Offshore Service Delivery / Operations Manager and identify areas for continuous improvement.
Serve as escalation point within Oracle Escalation chain and facilitates resolution of escalated issues
Coordinate Executive Meetings
Contract Management
Ensure that Oracle’s services are being provided as per contractual obligations
Responsible addressing Billing and Contract Financial issues
Other Attributes which are required
Provides functional and technical help to Support Engineers for resolving various issues
Closely work with counterpart leads of Customer for periodic review and improvements
Creates reusable components
Proactively suggests Product Improvements and new functionality
Focuses on Quality and efficiency of Issue resolution
Participates in different Oracle Community Groups / forums
Available 24 / 7 for escalations
Application setup and configuration assistance
Ensures customer satisfaction through timely and efficient completion of deliverables
Ensures the team addresses all relevant issues within the compliance and customers coding standards
Monitors the performance of the team members
Assures accountability, ownership, and quality of delivery
Encourages team cohesion and timely communication
Prepares and delivers regular reports on the progress and outstanding issues
Daily
Address and follow up on special, urgent, sev-1 and escalation requests (including Prod Support & Dev teams)
Escalations, Risks and Issue management
Customer iterations thru email, phone calls and other media
Weekly
Handle process failures
Handle exceptions requests
Review / request update of outages and priority 1 failures
Provide updates in Weekly Decom report
Portal updates :
Entitlement Delivery :
Customer Status Reporting :
Prepare, distribute SR & RFC Review report & chair conf call (source MOS, ISP, Analytics)
Billing & Collection tasks
Follow up on Contract & Billing issues
OMCS Contract Mgmt & AR Aging Monitoring
CSM / SDM Mgmt Conf Call - Team meeting
If necessary discuss operation issues as well your problem / your customer’s problem might not be unique
Manage complex situations involving several LOBs / teams / 3rd parties related to the customer services
Customer evangelization :
Cross & Up Sell when possible; identifying business opportunities
Team building and other non-ad hoc tasks
Prioritize your own workload & Work-Life balance on a daily-weekly-monthly basis
Help your coworkers when asked (offer it beforehand sometimes )
Participate in forums
Have a call with your sales renewal / sales person from time to time to discuss opportunities; market; other customers initiatives
Time sheet
Project Expenses
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