ACS Delivery Manager/Senior Manager Egypt

Oracle - Cairo

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Experience Needed:
More than 5 years
Career Level:
Experienced (Non-Manager)
Job Type:
Full Time
1 open position
About the Job


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


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


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
About this Company

With 430,000 customers in 175 countries, Oracle provides leading-edge capabilities in software as a service, platform as a service, infrastructure as a service, and data as a service.

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