• ACS Delivery Manager / Senior Manager Jobs in Cairo - 25120550

  • ORACLE
  • Cairo

Job Description:

Manages an ASE team responsible for the successful technical delivery of Advanced Customer Services contracts into designated customer accounts within one or more country/region, covering one or more technologies

Forms part of the EMEA ASE management team, with shared accountability for on-site and remote technical capability throughout EMEA

Forms part of the MEA region Delivery Management team, with shared accountability for ACS business and customer success

Be accountable as the point of contact, within the region, to assure appropriate technical skills and resource coverage to fulfil ACS delivery commitments in the most efficient way whether they be on-site, remote or third party

Service/product development activities/initiatives

Drive the technical and soft skills development of team members in line with ACS objectives, and their personal development plans, career goals

Engages closely with the regional ACS TAM Organization and ACS Sales to understand and provide the resources and the skills needed to deliver proper, effective and efficient ACS Services

Works with Oracle teams across lines of business such as Premier Support, Customer Management, Licence Sales, Consulting and Education

Collaborates closely with other managers within the support organisation (GCM, GCS etc)

Develops strong relationships with partner organizations and other third parties as required to extend, in a flexible way, ACS delivery capacity

Responsibilities

Ensures Utilization and Expertise Centre Usage, is delivered against agreed targets and anomalies are identified and act upon

Appraisal of individual team members, setting of realistic measurable objectives and agreed personal development plans

Provide leadership and direction to the team

Ensures the proper technical resource allocation to ACS services

Identifies and foresees technical skills gap and defines the appropriate corrective actions

Develops and maintain relationships with senior management across lines of business and relevant third parties

Assures and improves the quality of the service

Contributes to the wider development of services/product development activities/initiatives

Accountabilities

Proactively monitor the team utilization rate and the team costs, report on any potential risks, and devise and own the action plan to achieve the targets

Monitor Expertise Centre utilization targets and devise and own the action plan to achieve the target

Proactively monitor the skills needs within its area of responsibility, report on any potential risks, and devise and own the action plan to fulfil these needs

Anticipate resource needs and manage hiring activities

Oversee and support any account escalations that may arise

Manage Employee Satisfaction and Talent retention within the assigned team and proactively report any potential challenge

Ensure all service-related systems and documentation required, either contractually or as part of a programme, are up to date and accurate

Provide timely management reports as requested by Senior ACS Management

Maintain and promote awareness, about skills and service availability, within ACS Sales and ACS Delivery organization

Operate in line with Oracles business processes and procedures

Key Competencies

Customer Focus

Leadership

Leading Change

Adapting to Change

Managing Performance

Promoting Business Ethics

Problem Solving

Communication

Quality

Professional & Technical Depth & Credibility

Working Globally

Resource Utilization & Development

Technical Problem Recognition & Resolution

Candidate Profile

The successful candidate should have

Experience in
Service delivery roles
Starting / developing near-shore / off-shore centres (desired but not mandatory)
People management at least 5 years

A solid understanding of
Oracles Product and Solution Offerings and Business Strategy, preferably on Oracle Applications, SaaS, Fusion Applications and PaaS
Talent Management and Professional Development
Professional Communities / Communities of Practice and their role in Oracle

Outstanding Skills and Competencies in
People Management
Project Management
Communication
Leading Change in international organizations
Working Globally and Across Cultures
Managing Virtual Teams
Performance Management
Decision Making
Planning & Organizing
Results Orientation

Performance Measurement / Compensation

Individual performance will be measured against a set of yearly reviewed objectives Compensation will be structured based on the guidance provided by Human Resources for ACS management and aligned with objectives/targets of the ACS Business

If you are interested, please submit your CV in English Thank you!

Detailed Description and Job Requirements

Advanced Customer Services (ACS) Territory Manager (TM) responsible for all aspects of the business, including customer satisfaction, employee development (TAMs and SDMs), team morale and performance, optimizing the overall operation of the business, and attending to all administrative operational duties

Manages designated territory Ensures appropriate account plans and delivery plans are established, managed, updated, and reviewed for all customers and contracts within assigned territory Works collaboratively with account managers, the Enterprise CSM/CSD, ACS partner teams, and the FSR to ensure optimal operation to meet revenue, margin, utilization, retention and other key business goals Responsible for managing costs, optimizing revenue generation, maximizing utilization, accurate time entry and TandM forecasting, complying with all business practices/policies and norms, ensuring within-scope delivery, achieving expected customer satisfaction, obtaining contract renewal/retention, managing resource assignments, conducting account planning sessions, ensuring complete delivery plans, and promoting periodic value-based account reviews Translates departmental goals into performance objectives for his team and works collaboratively with the extended account team to ensure that departmental and individual goals are achieved Measures progress against the overall territory plan while routinely coaching account managers to maximize performance

Demonstrate competency and experience in the following five key areas 1) strong administrative and organizational skills, 2) advanced business acumen and knowledge of business terminology, 3) experience supervising staff 4) knowledge of ACS services or similar experience managing professional services, and 5) effective customer and account management expertise Good working knowledge of the tools, methods and techniques used to conduct periodic account planning and account reviews, solid background in professional services, account Management, project Management, IT management, customer support, and enterprise software deployments PMP and basic ITIL certification is desirable Demonstrate strong interpersonal skills and soft-skills, extensive customer face-to-face experience at senior or executive levels, relationship building skills, both internal and external (with the customer) Lead a specialized area which may have diverse functional elements Frequently interact with supervisors and/or functional peer group managers May interact with senior management

As part of Oracles 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)

Job Support

Travel Yes, 25 PERCENT of the Time

Location Egypt

Job Type Regular Employee Hire

Organization Oracle

Profile Summary:

Employment Type : Full Time
Eligibility : Any Graduate
Industry : Software Services, IT-Software
Functional Area : IT Software : Software Products & Services
Role : Project Leader/ Project Manager
Salary : As per Industry Standards
Deadline : 17th May 2020

Key Skills:

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