ACS Delivery Manager/Senior Manager Egypt
Job Description
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 Functional
Engineering community reporting to EMEA Global ACS MEA Delivery Leader.
The role is accountable for building and providing, Application and
Cloud 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 functional and 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 functional and 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
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Job Summary
- Date Posted : 6 years ago
- Job Type : Full Time
- Location : 6 Otober, Egypt
About company
- Company Name : Oracle
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