Oracle Functional Services OFS Snr Manager

Experience

15 - 20 Years

Job Location

Cairo-Egypt

Education

Basic - Any Graduation()

Nationality

Any Nationality

Gender

Not Mentioned

Vacancy

1 Vacancy

Job Description

*This position will be responsible for managing a Line of Business 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. In addition, this position will be a leader in ensuring overall customer satisfaction with Oracle s products and related implementation services.
This position is part of the Support Advanced Customer Services organization. This leadership position has direct revenue and margins responsibility, within an identified geography. The role is a manager of other managers, covering the full lifecycle of a TAM delivery team s capabilities and skillsets, and is responsible for continuous delivery practice development. The job role is also responsible for ensuring successful implementation of Oracle Applications at customer sites from initial pilot to full customer production rollout, ongoing support for customers in production, and overseeing the ACS delivery organization within that specified geography. He/she will ensure high levels of customer satisfaction by making certain that quality and productivity guidelines are established and strived for by each team, driving quality/productivity improvement efforts, understanding and conveying strategies of the Oracle Support Services organization, and positioning the organization within support and Oracle.
Assists in the development of short, medium, and long term plans to achieve strategic objectives.

Regularly interacts across functional areas with senior management or executives to ensure unit objectives are met Demonstrated success at Oracle for at least. 3 years and as a TAM Manager for at least 2 years (or have prior experience in managing large delivery teams and with P&L responsibility for at least 3 years).

Recommended more than 12 years of professional Information Systems implementation experience in the package application space. Project Management (PMP) certification or extensive Project Management experience across global and diverse organizations.

Desired Candidate Profile

TECHNOLOGIES

• Mandatory skills in Applications. 15 years of Hands on experience in implementing/supporting:

ACCOUNTABILITIES

• Escalation management:
• Assumes leadership role in Incident management by monitoring progress, assignments, managing and routing as required to progress and escalations.
• Manage customer escalations and engage the team members, customers, various Oracle groups as needed.
• Responsible for adherence to customer’s SLA’s as well as internal productivity targets
• Scoping and executing the Services
• Manage resources performing the Services, work assignments, prioritization
• Gather metrics and drive process improvement
• Resource Staffing, Skill Development, Training and Utilization
• Manage Risks, Issues, Mitigation and Escalations
• Ensure Process Compliance
• Responsible for Quality Audits
• Proactively escalates where required to Oracle Senior Management
• Manages Contract and Invoicing issues
• Work with the customer to become a reference
• Work on internal project & initiatives which require temporary region-wide access to data
• Support Pre-sales efforts
• Review existing services including to ensure a thorough understanding of the requirements
• Produce Project Scope Objectives and Approach that outline the Project Management processes and include:
• Generate & manage work plan, key deliverables, resources required, roles and responsibilities, risks, issues and dependencies according to and OMCS standards
• Produce regular and accurate progress reports
• Regularly update the users and ACS team on progress against Plan
• Implement Service Improvement policy and processes
• Establish priorities
• Lead the Change Control Board and co-ordinate global downtime as required and obtain appropriate internal approval
• Plan for service growth
Account Relationship Management
•
• Builds and Maintains relationships with customers IT Teams, Key Business Units and Partners
• Leverages Key Oracle Senior Management to drive Oracle’s commitment and partnership within customers organization
• Participates and assists customer in building Strategic Business Plans and translating into actionable Operational Plans/Project Initiatives
• Manage overall service delivery
• Support Oracle Business Development initiatives
Program Management
•
• -Provides Program oversight and direction to the delivery team to meet customer objectives
• -Reviews Performance Metrics with the Offshore Service Delivery/Operations Manager and identify areas for continuous improvement.
• -Serve as escalation point within Oracle Escalation chain and facilitates resolution of escalated issues
• -Coordinate Executive Meetings
Contract Management
•
• Ensure that Oracle’s services are being provided as per contractual obligations
• Responsible addressing Billing and Contract Financial issues
• Other Attributes which are required
• Provides functional and technical help to Support Engineers for resolving various issues
• Closely work with counterpart leads of Customer for periodic review and improvements
• Creates reusable components
• Proactively suggests Product Improvements and new functionality
• Focuses on Quality and efficiency of Issue resolution
• Participates in different Oracle Community Groups/forums
• Available 24/7 for escalations
• Application setup and configuration assistance
• Ensures customer satisfaction through timely and efficient completion of deliverables
• Ensures the team addresses all relevant issues within the compliance and customers coding standards
• Monitors the performance of the team members
• Assures accountability, ownership, and quality of delivery
• Encourages team cohesion and timely communication
• Prepares and delivers regular reports on the progress and outstanding issues
Feel free to get familiar with additional, detailed information about this exciting new position in Egypt:
Daily
• Address and follow up on special, urgent, sev-1 and escalation requests (including Prod Support & Dev teams)
• Escalations, Risks and Issue management
• Customer iterations thru email, phone calls and other media
Weekly
• Handle process failures
• Handle exceptions requests
• Review/request update of outages and priority 1 failures
• Provide updates in Weekly Decom report
• Portal updates:
• Entitlement Delivery:
• Customer Status Reporting:
• Prepare, distribute SR & RFC Review report & chair conf call (source MOS, ISP, Analytics)
• Billing & Collection tasks
• Follow up on Contract & Billing issues
• OMCS Contract Mgmt & AR Aging Monitoring
• CSM/SDM Mgmt Conf Call - Team meeting
• If necessary discuss operation issues as well… your problem/your customer’s problem might not be unique
• Manage complex situations involving several LOBs/teams/3rd parties related to the customer services
• Customer evangelization:
• Cross & Up Sell when possible; identifying business opportunities
• Team building and other non-ad hoc tasks
• Prioritize your own workload & Work-Life balance on a daily-weekly-monthly basis
• Help your coworkers when asked (offer it beforehand sometimes…)
• Participate in forums
• Have a call with your sales renewal/sales person from time to time to discuss opportunities; market; other customers initiatives
• Time sheet
• Project Expenses