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ACS Global Delivery ASE Cloud Platform Manager

Oracle

Posted on November 5, 2019

2 - 3 years Cairo - Egypt

Bachelor of Technology/Engineering(Computers). Any Nationality

Opening 01

Job Description

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*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.
As part of Oracle's employment process candidates will be required to successfully complete a pre-employment screening process. This will involve identity and employment verification, professional references, education verification and professional qualifications and memberships (if applicable).


IT - Software Services

IT Software

Desired Candidate Profile

*
Advanced Support Engineers (ASE)
provide support in the continuous operational improvement of Oracle
environments. ASEs do this by leveraging Oracle s support - based intellectual
property and customers experiences throughout their involvement with Oracle s
technologies.
ASE Cloud Platform Managers primary focus is working as a key contributor
within the local country ACS leadership team and in conjunction with ACS sales
and TAM communities, is accountable for the Leadership and Management of an
appropriately utilized delivery team, provisioning of the right resource at the
right place at the right cost and at the right time to ensure margin targets
while ensuring the aims of the ACS and Oracle business are being met.
Lead a team of technical subject matter experts, responsible for working with
customers to give the guidance and support needed throughout the full life
cycle of service/project implementation to ensure successful and most effective
use of Oracle products and ACS services, protect and expand the base.
Build and maintain long-term relationships with relevant customers, through
regular contacts and visits, in alignment with ACS sales and TAM.
Understand, apply, drive and develop Oracle and ACS cloud strategy and the
smooth transition from on premise to Cloud/Hybrid deployments.
Key Responsibilities
• Actively
participate as a member of the ACS sales and delivery leadership team
representing ASE community.
• The
development of a high quality team delivering a high quality service to
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 and solutions.
• Work
closely with TAM management, ACS sales and presales management in
developing the practice ensuring consistency of quality and value of
services.
• Support
TAMs to ensure customer s experience of ACS meets all expectations.
• Ensure
high levels of customer satisfaction by making certain that quality and
productivity guidelines are delivered, executing quality/productivity
improvement efforts and understanding strategies of the Oracle Customer
Support Services organization.
• Regular
interaction with sales, delivery account teams to ensure appropriate
solutions are being identified and implemented, support on defining
service solution and corresponding effort estimation.
• Ensure
interactions with customers are of highest quality. Oversee the delivery
of high quality customer deliverables and supporting ASEs to ensure
quality of work is of the highest calibre.
• Ensure
customer relationships are built and maintained at appropriated level,
through regular contacts and visits within the framework of ACS
engagements and in alignment with ACS Sales and TAM management.
• First
level management directly managing ASEs and or TAMs etc. with operational
focus on multiple accounts, products/solutions or a combination
thereof. Attains results within Oracle management policies and
practices.
• Responsible
for providing coaching, mentoring and helping team attain a high degree of
customer satisfaction.
• Understands
own product/solutions portfolio extremely well and knows how to win
relative to competition.
• Assist
in developing business models in a variety of situations that impact
customers and Oracle positively.

Keywords

ACS Global Delivery ASE Cloud Platform Manager

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Through the years, the company has been recognized by its partners, users, trade publications and the technology industry with several awards for its outstanding business practices and offerings. At Oracle, career opportunities are ample for the talented and dedicated people who want to help the organization’s customers around the globe. The company employs over 135,000 employees around the globe, including 18,000 consulting experts, 40,000 developers and engineers, and 16,000 support personnel. The organization offers an excellent opportunity to work in a diverse and flexible culture and experience the unmatched benefits such as training, development and learning opportunities to grow at all the levels of career.

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