ACS Senior Manager

Job description / Role

Advanced Customer Services (ACS) Delivery is a global business unit, within the Customer Services LOB. There are 2 communities in ACS Delivery:

- TAM (Advanced Service 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 Storage Technologies.

The purpose of the role is leading the ACS Cloud platform projects and Engineering community reporting to the Global ACS expertise center.

The role is accountable for building and providing Cloud platform technical skills demanded by ACS customers globally. 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, regional ACS teams and functions (ie Product Management, Service Engineering) representing Global ACS expertise center when necessary and other Oracle LOBs.

Reports To: ACS Global Delivery Leader

Location: Cairo (with up to 30% travel time outside home country)

- Measurements
- Achieve quantitative objectives. The main 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 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 procedures

Requirements

Key Competencies:

- 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:

Experience in:

- Service delivery roles
- Starting / developing near-shore / off-shore centres (desired but not mandatory)
- People management

A solid understanding of:

- Oracle's Product and Solution Offerings and Business Strategy, preferably on Oracle Applications, Database, Middleware, SaaS, Fusion Applications and PaaS and IaaS
- 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

Qualifications:

- BS or MS in Computer Science, Engineering, or a related technical discipline or equivalent experience. Up to 10years of experience as a technical contributor working with the Applications Suite.
- Minimum 5+ years of experience in the Software industry in a leadership role
- Proven ability to lead, mentor and develop a team of technical professionals
- Experience handling service contracts, tracking project expenses and profitability analysis of specific engagements
- Experience with large scale IT implementations at Customers that involves one or more core set of Oracle Applications modules
- Ability to spot proactive services to the benefit of customer
- Solid presentation skills and the ability to adjust communication content to a wide range of audiences (e.g. layperson, engineers and C-level executives)
- Experience in leading to digital/cloud transformation of a technical team a plus
- Familiarity with Amazon Web Services, Azure, Google Cloud, or similar cloud platforms would be of advantage.
- Experience on leading deployment of Cloud solutions is a plus.

Work Location:

- Egypt - Cairo

About the Company

Oracle offers an integrated array of applications, databases, servers, storage, and cloud technologies to empower modern business. For most companies, flexibility is critical. Oracle provides a wide choice of software, systems, and cloud deployment models - including public, on-premises, and hybrid clouds - to ensure that technology flexes to the unique needs of a business.

Oracle Cloud is a complete, integrated stack of platform, infrastructure, and application services. With advanced scalability and security, Oracle Cloud enables technical agility across the enterprise, connects people to information for clearer insights, and fosters efficiency through simplified workflows.

More than 420,000 customers across 145 countries have harnessed Oracle technology to accelerate their digital transformation.