ACS Delivery Manager/Senior Manager Egypt
Oracle -
Cairo, EgyptPosted 4 years ago36People have clicked1 open position
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Job Description
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
Job Requirements
Candidate Profile:
The successful candidate should have:
- Experience in:
- Service delivery roles
- Starting / developing near-shore / off-shore centres (desired but not mandatory)
- People management – at least 5 years
- A solid understanding of:
- Oracle’s Product and Solution Offerings and Business Strategy, preferably on Oracle Applications, SaaS, Fusion Applications and PaaS
- Talent Management and Professional Development
- Professional Communities / Communities of Practice and their role in Oracle
- Outstanding Skills and Competencies in:
- People Management
- Project Management
- Communication
- Leading Change in international organizations
- Working Globally and Across Cultures
- Managing Virtual Teams
- Performance Management
- Decision Making
- Planning & Organizing
- Results Orientation