ACS Delivery Senior Manager

Scope

• Manages an ASE team responsible for the successful technical delivery of Advanced Customer Services contracts into designated customer accounts within one or more regions, covering one or more technologies
• Forms part of the Global ASE management team, with shared accountability for on-site and remote technical capability throughout the designated region
• 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 for remote services within the designated 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, Licensce Sales, Product Development

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 acted 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 proced