Senior Manager - Global SaaS And Apps (Customer Success Services)

Oracle Overview

Oracle is a technology leader that's changing how the world does business, and our Customer Success Services (CSS) team supports over 6,000 companies around the world. We're looking for an experienced and self-motivated leader to lead a team of technical subject matter experts located in Saudi Arabia as our Senior Manager. Join our Global CSS leadership team and actively contribute to accelerating our customers' success by leading our team of highly skilled technical experts who build and maintain our clients' technical landscapes through tailored support services.

Job Requirements

The background you should have for this job:

• Minimum 15 years IT organization background. Proven experience of working within a strategic resourcing and delivery environment.
• Managed a team of 10+.
• Experience in leveraging onshore and offshore teams in a multicultural environment.
• Relevant technical know-how and experience in Oracle Applications implementations, management, and support (full life-cycle). Project Management (PMP) certification or extensive Project Management experience would be an advantage.
• 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

Other Qualifications

• MBA and/or PMP is recommended.

What You Will Do

Lead and develop a team of technical subject matter experts, functional consultants, and developers responsible for working with customers to give guidance and support the operation of Apps & SaaS, delivering services that drive customer success and innovation. Being an active contributor in the CSS business and portfolio development.

You will be measured on customer satisfaction (internal and external customers), retention and growth, team utilization, team development and retention, practice development, and cross-line of business collaboration including product management, customer success leadership, and product support consulting.

Scope

• Be responsible for the successful technical delivery of CSS contracts into designated customer accounts within one or more countries/regions, covering core Apps pillars.
• Form part of the EMEA CSS management team, with shared accountability for technical capability throughout EMEA.
• Be accountable as the point of contact, within the region/technology, to assure appropriate technical skills and resource coverage to fulfill CSS delivery commitments in the most efficient way - whether they be on-site, remote, or third party.
• Lead service/product development activities/initiatives as required.
• Drive skills development of team members in line with CSS objectives and their personal development plans, career goals (individual contributors).
• Engage closely with the regional CSS Technical Account Management organization and CSS sales to understand and provide the resources and skills needed to deliver proper, effective, and efficient CSS services.
• Collaborate closely with other managers within the support organization.
• Develop strong relationships with partner organizations and other third parties as required to extend, in a flexible way, CSS delivery capacity.

Responsibilities

• Regular interaction with sales and delivery account teams to ensure appropriate solutions are being identified and implemented.
• Active participation with the relevant regional and global collaboration programs to oversee the sharing of best practices, technical knowledge, and experience among the ASE community.
• Assist in developing business models in a variety of situations that impact customers and Oracle positively.
• Provide leadership and direction to the team with coaching and mentoring capabilities.
• Appraisal of their directs, setting of realistic measurable objectives and agreed personal development plans.
• Ensure team utilization, global centers usage, and delivery cost are aligned with agreed targets and anomalies are identified and acted upon.
• Evangelize the value of Customer Success Services to the customer base and other lines of the Oracle business.
• Act as a senior management point for escalation of customer issues.
• Ensure the proper technical resource allocation to CSS service.
• Understand Oracle's and CSS product/solutions portfolio and know how to win relative to competition.
• Ensure the managers and the team leaders validate and improve the quality of CSS processes and services as agreed by CSS leadership.
• Ensure the team contributes to the wider development of services/product development activities/initiatives to contribute to customer success and business generation.

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 centers contribution %
• Staff development and retention

What We Will Offer You

• A competitive salary with exciting benefits.
• Flexible and remote working so you can do your best work.
• Learning and development opportunities to advance your career.
• An employee assistance program to support your mental health.
• Employee resource groups that champion our diverse communities.
• An inclusive culture that celebrates what makes you unique.

At Oracle, we don't just respect differences - we celebrate them. We believe that innovation starts with inclusion, and that to create the future, we need people with a diverse set of backgrounds, perspectives, and abilities. That's why we're committed to creating a workplace where all kinds of people can do their best work. When everyone's voice is heard and valued, we're inspired to go beyond what's been done before.

Career Level

M3

Required and Recommended Products Background

• Oracle Applications (eBusiness suite, Hyperion, Fusion SaaS, etc.)

About Us

As a world leader in cloud solutions, Oracle uses tomorrow's technology to tackle today's problems. True innovation starts with diverse perspectives and various abilities and backgrounds. When everyone's voice is heard, we're inspired to go beyond what's been done before. It's why we're committed to expanding our inclusive workforce that promotes diverse insights and perspectives.

We've partnered with industry leaders in almost every sector and continue to thrive after 40+ years of change by operating with integrity.

Oracle careers open the door to global opportunities where work-life balance flourishes. We offer a highly competitive suite of employee benefits designed on the principles of parity and consistency. We put our people first with flexible medical, life insurance, and retirement options. We also encourage employees to give back to their communities through our volunteer programs.

We're committed to including people with disabilities at all stages of the employment process.