ACS Delivery Manager/Senior Manager Egypt

ACS Delivery Manager/Senior Manager Egypt

Preferred Qualifications

Advanced Customer Services (ACS) Delivery is a global business unit,

within the Customer Services LOB. There are 2 communities in ACS Delivery:

• TAM(AdvancedService Management), including SDM, TAM, and Project Managers

• ASE(Advanced Service Engineering), with competencies in Cloud (SaaS, PaaS,IaaS), Applications, Database and Middleware Technology and Server and StorageTechnologies

The purpose of the role is leading MEA ACS Cloud, Applications Service Technical

Engineering community reporting to EMEA Global ACS MEA Delivery Leader.

The role is accountable for building and providing, Application and

Cloud technical skills demanded by ACS customers within the region.

Develops and leads a team of Advanced Service Engineers (ASE) in order

to guarantee high quality ACS technical delivery, as required by the service in

a timely manner and in the most cost effective way.

The role interacts with ACS sales teams, global ACS teams and functions

(ie Product Management, Service Engineering) representing EMEA Global ACS

Delivery when necessary and other Oracle LOBs.

Reports To : Director ACS

Global Delivery Applications EMEA

Location : Egypt

(with up to 25% travel time outside home country)

Measurements

• Achieve quantitative objectives. The main 2 KPIs

for the role are:

• Team

Utilization %

• Expertise Centres contribution (% delivered by ECs)

• Staff development and retention

Scope

• Manages an ASE team responsible for the

successful technical delivery of Advanced Customer Services contracts into

designated customer accounts within one or more country/region, covering one or

more technologies

• Forms part of the EMEA ASE management team, with

shared accountability for on-site and remote technical capability throughout

EMEA

• Forms part of the MEA region Delivery Management

team, with shared accountability for ACS business and customer success

• Be accountable as the point of contact, within

the region, to assure appropriate technical skills and resource coverage to

fulfil ACS delivery commitments in the most efficient way – whether they be

on-site, remote or third party

• Service/product development

activities/initiatives

• Drive the technical and soft skills development

of team members in line with ACS objectives, and their personal development

plans, career goals

• Engages

closely with the regional ACS TAM Organization and ACS Sales to

understand and provide the resources and the skills needed to deliver proper,

effective and efficient ACS Services

• Works with

Oracle teams across lines of business such as Premier Support, Customer

Management, Licence Sales, Consulting and Education

• Collaborates closely with other managers within

the support organisation (GCM, GCS etc)

• Develops strong relationships with partner organizations and other third

parties as required to extend, in a flexible way, ACS delivery capacity

Responsibilities

• Ensures Utilization and Expertise Centre Usage,

is delivered against agreed targets and anomalies are identified and act upon

• Appraisal of individual team members, setting of realistic

measurable objectives and agreed personal development plans

• Provide leadership and direction to the team

• Ensures the proper technical resource allocation

to ACS services

• Identifies and foresees technical skills gap and

defines the appropriate corrective actions

• Develops and maintain relationships with senior

management across lines of business and relevant third parties

• Assures and improves the quality of the service

• Contributes to the wider development of

services/product development activities/initiatives

Accountabilities

• Proactively monitor the team utilization rate and

the team costs, report on any potential risks, and devise and own the action

plan to achieve the targets

• Monitor Expertise Centre utilization targets and

devise and own the action plan to achieve the target

• Proactively monitor the skills needs within its

area of responsibility, report on any potential risks, and devise and own the

action plan to fulfil these needs

• Anticipate resource needs and manage hiring

activities

• Oversee and support any account escalations that

may arise

• Manage Employee Satisfaction and Talent retention

within the assigned team and proactively report any potential challenge

• Ensure all service-related systems and

documentation required, either contractually or as part of a programme, are up

to date and accurate

• Provide timely management reports as requested by

Senior ACS Management

• Maintain and promote awareness, about skills and

service availability, within ACS Sales and ACS Delivery organization

• Operate in

line with Oracle’s business processes and procedures

KeyCompetencies

• Customer Focus

• Leadership

• Leading

Change

• Adapting

to Change

• Managing

Performance

• Promoting

Business Ethics

• Problem

Solving

• Communication

• Quality

• Professional

& Technical Depth & Credibility

• Working

Globally

• Resource

Utilization & Development

• Technical

Problem Recognition & Resolution

Candidate Profile:

The successful candidate should have:

• Experiencein:

• Service delivery roles

• Starting / developing near-shore / off-shore centres(desired but not mandatory)

• People management – at least 5 years

• A solidunderstanding of:

• Oracle’s Product and Solution Offerings andBusiness Strategy, preferably on Oracle Applications, SaaS, FusionApplications and PaaS

• Talent Management and Professional Development

• Professional Communities / Communities ofPractice and their role in Oracle

• Outstanding Skills and Competencies in:

• PeopleManagement

• ProjectManagement

• Communication

• LeadingChange in international organizations

• WorkingGlobally and Across Cultures

• ManagingVirtual Teams

• PerformanceManagement

• DecisionMaking

• Planning& Organizing

• ResultsOrientation

Detailed Description and Job Requirements

Advanced Customer Services (ACS) Territory Manager (TM) responsible for all aspects of the business, including: customer satisfaction, employee development (TAMs and SDMs), team morale and performance, optimizing the overall operation of the business, and attending to all administrative operational duties.

Manages designated territory. Ensures appropriate account plans and delivery plans are established, managed, updated, and reviewed for all customers and contracts within assigned territory. Works collaboratively with account managers, the Enterprise CSM/CSD, ACS partner teams, and the FSR to ensure optimal operation to meet revenue, margin, utilization, retention and other key business goals. Responsible for: managing costs, optimizing revenue generation, maximizing utilization, accurate time entry and TandM forecasting, complying with all business practices/policies and norms, ensuring within-scope delivery, achieving expected customer satisfaction, obtaining contract renewal/retention, managing resource assignments, conducting account planning sessions, ensuring complete delivery plans, and promoting periodic value-based account reviews. Translates departmental goals into performance objectives for his team and works collaboratively with the extended account team to ensure that departmental and individual goals are achieved. Measures progress against the overall territory plan while routinely coaching account managers to maximize performance.

Demonstrate competency and experience in the following five key areas: 1) strong administrative and organizational skills, 2) advanced business acumen and knowledge of business terminology, 3) experience supervising staff 4) knowledge of ACS services or similar experience managing professional services, and 5) effective customer and account management expertise. Good working knowledge of the tools, methods and techniques used to conduct periodic account planning and account reviews, solid background in professional services, account Management, project Management, IT management, customer support, and enterprise software deployments. PMP and basic ITIL certification is desirable. Demonstrate strong interpersonal skills and soft-skills, extensive customer face-to-face experience at senior or executive levels, relationship building skills, both internal and external (with the customer). Lead a specialized area which may have diverse functional elements. Frequently interact with supervisors and/or functional peer group managers. May interact with senior management.

Job: Support

Location: Egypt

Job Type: Regular Employee Hire

Organization: Oracle