Posted
Ref: RP556-2386

Job description / Role

Employment: Full Time

Senior Manager - ACS Global Expertise Centers

Oracle Advanced Customer Services provides unmatched, tailored support that ensures customers' Oracle technology investments deliver the cutting-edge innovation and performance your business requires to compete-all while coexisting within your IT environment. Whether customers are mainly on-premises, completely in the cloud, or leveraging a hybrid multicloud approach, ACS have services that can help business maximize success, minimize risk, and focus on what matters most.

This role is engineering management role, part of global engineering delivery team, We are looking for a senior manager who will lead a team of highly skilled technical experts with a focus on different areas of cloud Platform, who will be part of a strong global engineering team, the Global Expertise Centers.

- Manages Advanced Services Experts and 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
- Leadership and management of delivery team responsible for providing customers with the guidance and support needed throughout the full life cycle of implementation to ensure successful and most effective use of Oracle's products.
- Responsibilities may be defined by named accounts, geography, product/solutions, or some combination thereof. Recruits, retains, develops, coaches, motivates, and generally manages multiple Account Management and/or Technical delivery resources to attain/exceed defined customer objectives.
- Responsible for driving a high degree of satisfaction with Oracle's products and related implementation services and ensuring referenceability for continued profitable revenue streams over the long term.
- 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. Also be accountable as the point of contact for remote services within the designated region, to assure appropriate technical skills and resource coverage to fulfill ACS delivery commitments in the most efficient way - whether they be on-site, remote or third party
- Forms part of the Global Expertise Center management team, with shared accountability for on-site and remote technical capability throughout the designated region
- 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 Service Management 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, License Sales, Product Development Consulting and Education
- The role has responsibility to deliver services to customers all over the globe. Regular interaction with the internal account teams in NA, EMEA, LAD and APAC.
- Manages 24x7 model of remote delivery.
- Reports To : ACS Global Delivery Leader

Location

- Cairo (with up to 20% travel time outside home country)

Below mentioned Key Credentials with proven track record is needed

- Working globally
- Building efficient delivery/virtual capabilities and teams
- Customer Management
- Supporting Sales, Presales and Project Managers
- Engineering Service Scoping
- Customer Focus
- Leadership / Leading Change
- Managing team's performance
- Promoting Business Ethics
- Problem Solving and Innovation
- High Communication quality
- Services delivery quality
- Resource Utilization & Development
- Planning and Organizing Delivery Management
- Automation and Tooling
- Escalation Management

Technology

- Oracle Cloud, multi Cloud Technology
- Oracle Database
- Applications Technology
- Oracle Engineered Systems
- Oracle Cloud Infrastructure, ExaCC, ExaCS & ADB
- Solution designs and multi-Cloud integrations
- DevOps, AI and ML

Key Strategic Deliverables

- Driving Growth (enhance delivery capabilities, identify new opportunities, reduce expenses)
- Innovation (New Services, Process automation, New Tools, Product innovation, Build Competency).
- Enhance Visibility (Customer visibility, internal visibility).
- People Focus (Career development, Performance management)
- Operational Excellence (24x7 Operations, Fixed Scope services, Quality improvement)
- Achieve Revenue target
- Achieve margin % target

Measurements

- Achieve quantitative objectives. The main KPIs for the role are:
- Team Utilization %
- Global Expertise Centers contribution %
- Staff development and retention

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

Other Qualifications

- BS / MS /MCA/ MBA/ CA or equivalent education (MBA and PMP is recommended):
- 15+ years of professional experience in Information Technology, with a minimum of 5 + years people management and project/customer/account management experience in a IT consulting/Professional Services organization preferred:
- 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
- Familiarity with Amazon Web Services, Azure, Google Cloud, or similar cloud platforms would be of advantage.
- Experience on leading deployment of Cloud solutions
- Leadership and management of delivery team responsible for providing customers with the guidance and support needed throughout the full life cycle of implementation to ensure successful and most effective use of Oracle's products.
- Recruits, retains, develops, coaches, motivates, and generally manages multiple Account Management and/or Technical delivery resources to attain/exceed defined customer objectives.
- Responsible for driving a high degree of satisfaction with Oracle's products and related implementation services and ensuring reference-ability for continued profitable revenue streams over the long term.

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.