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Job Information
Oracle Senior Manager – Global SaaS&Apps , Customer Success Services (CSS) in Egypt
Job Description
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 Europe as our Engineer Manager. Join our Global CSS leardership 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. https://www.oracle.com/customer-success/
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+.
Have experience in leveraging onshore and offshore teams, in multi-culture environment.
Relevant technical knowhow and experience in Oracle Applications impelmentations, 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 or/and 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 the 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 utilisation, team development and retention, Practice development and XLOB collaboration including Product Management, Customer Success Leadership and Product Support, Consulting.
Thrive in this crucial role!
Scope
Be responsible for the successful technical delivery of CSS contracts into designated customer accounts within one or more country/region, 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 fulfil 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 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
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 Utilisation, global centers 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
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
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.
https://www.oracle.com/corporate/careers/diversity-inclusion/
Career Level - M3
Responsibilities
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. If you require accessibility assistance or accommodation for a disability at any point, let us know by calling +1 888 404 2494, option one.
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. If you require accessibility assistance or accommodation for a disability at any point, let us know by calling +1 888 404 2494, option one.
Disclaimer:
Oracle is an Equal Employment Opportunity Employer*. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans’ status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.
* Which includes being a United States Affirmative Action Employer
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