IT Snr Manager - San Francisco, United States - Oracle

Oracle

Verified Company

San Francisco, United States

1 week ago

Posted by:

Mark Lane

beBee recruiter

Description

Role:
Senior Manager, Customer Success Services Global SaaS & Apps Delivery

Note: Sponsorship is not available for this position _.

Reporting to the Global SaaS & Apps Delivery Director, you will manage a geographically and culturally diverse team of senior engineers delivering Apps Unlimited services to customers around the world.

Expect to work directly with customers to ensure service quality and that their needs are being met.

Scope:

Be responsible for the successful technical delivery of CSS contracts into designated customer accounts within one or more country/region, covering core EBS Apps Pillar
Form part of the NA CSS management team, with shared accountability for technical capability throughout NA
Be accountable as the point of contact, within the region/technology, to assure appropriate technical skills and resource coverage to fulfil CSS delivery commitments in the most efficient way whether they be onsite, 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 TAM Organization and CSS Sales to understand and provide the resources and the 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

Career Level - M3

Responsibilities

Regular interaction with sales, 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, Expertise Centre Usage and Delivery cost are aligned with agreed targets and anomalies are identified and act 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 & Maintain high levels of customer satisfaction
Ensures the proper technical resource allocation to CSS service
Understands Oracles and CSS product/solutions portfolio and knows 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

Preferred Qualifications

At least 15 years working in senior roles within an IT support organization
Oracle Apps UL, Database and experience on premises and on Cloud
Excellent written, verbal, and presentation communication skills in English. Good Spanish verbal communication skills desirable.
Consistent track record of working with and influencing customers at a senior level, and with Fortune 100 type customers in pressured or escalation situations
Excellent interpersonal skills and collaborative working style
Strong ability to challenge and debate issues of importance to the organization
Persuasive with details and facts
Delegate responsibilities
Have experience in leveraging onshore and offshore teams
Continuous approach to selfimprovement
Degree in a relevant field, or equivalent experience