Senior Manager - Customer Success Services (CSS) Global Technology - Fusion Middleware - Oracle - Johannesburg

Job Description Measurements Achieve quantitative objectives. The main KPIs for the role are: - Team Utilization % - Global Centers contribution % - Staff development and retention Other Qualifications : - MBA or/and PMP is recommended. - 15 years of professional experience in Information Technology, with a minimum of 5 years people management and project/customer/account management experience in a IT consulting/Professional Services organization preferred: - Experience handling service contracts, tracking project expenses and profitability analysis of specific engagements - Experience with large scale IT implementations at Customers that involves one or more core set of Oracle Applications modules - Ability to spot proactive services to the benefit of customer - Solid presentation skills and the ability to adjust communication content to a wide range of audiences (e.g. layperson, engineers and C-level executives) - Experience in leading to digital/cloud transformation of a technical team - Familiarity with Amazon Web Services, Azure, Google Cloud, or similar cloud platforms would be of advantage. - Experience on leading deployment of Cloud solutions Responsibilities You will be a member of leadership and management of engineering team 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. Responsibilities may be defined by named accounts, geography, product/solutions, or some combination thereof. Recruits, retains, develops, coaches, motivates, and generally manages multiple Account Management and/or Technical delivery resources to attain/exceed defined customer objectives. Responsible for driving a high degree of satisfaction with Oracle's products and related implementation services and ensuring referenceability for continued profitable revenue streams over the long term. Directly manages engineers/System Analysts, etc. with operational focus on multiple accounts, products/solutions or a combination thereof. Personal objectives typically defined as a "roll-up" of all delivery resources reporting to the Delivery Leader. Understands own product/solutions portfolio extremely well and knows how to win relative to competition. Responsible for providing coaching, mentoring and helping team attain a high degree of customer satisfaction. Accountable for territory revenue and utilization, and for delivery of other identified departmental results through successful direction of Account Management and/or Technical delivery resources within the business unit. 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 Support Services organization. Interaction with Sales, Delivery account team and customer teams to ensure appropriate solutions are being identified and needs met. Attains results within Oracle management policies and practices. Executes company policies that affect immediate operation(s) and may have company-wide effect. The role has responsibility to deliver services to customers all over MEA region, and if needed globally. Regular interaction with the internal account teams in NA, EMEA, LAD and APAC. Manages 24x7 model of remote delivery. Desired Experience The background you should have for this job - Minimum 10 years IT organization background. - Proven experience of working within a strategic resourcing and delivery environment - Lead and Managed a Team of 10 members. - Have experience in leveraging onshore and offshore teams, in multi-culture environment. - Relevant technical knowhow and experience in Oracle products/technologies including PaaS, Oracle Fusion Middleware products, Oracle Database, Engineered Systems, Operating Systems Solaris, Oracle Linux, Virtualization, Network, Cloud/OCI, CloudCustomer , as well as people management experience, Project Management (PMP) certification or extensive Project Management experience, would be an advantage. Other related Technologies: - Multi Cloud and Hybrid solutions. - Solution designs and multi-Cloud integrations - DevOps, AI and ML - Strong Oracle FMW and/or development background is strongly recommended. - 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 What you will do Lead and develop a team of technical subject matter experts, responsible for working with customers to give the guidance and support the operation of different areas and services of Oracle Fusion Middleware (FMW) (offshore and onsite delivery, On premise and over cloud), 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 of the role - Be responsible for the successful technical delivery of CSS contracts into designated customer accounts within one or more country/region, covering Tech FMW Pillar. - 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, Presales, delivery 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 Centres 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 Oracle's 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. 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 - Core benefits such as medical, life insurance, and access to retirement planning - An inclusive culture that celebrates what makes you uniqueAt Oracle, we don't just respect differences-we celebrate them. We believe that innovation starts with inclusion and to create the future we need people with diverse backgrounds, perspectives, and abilities. That's why we're committed to creating a workplace where all kinds of people can do their best work. It's when everyone's voice is heard and valued that we're inspired to go beyond what's been done before. https://www.oracle.com/corporate/careers/diversity-inclusion/ About Us An Oracle career can span industries, roles, Countries and cultures, giving you the opportunity to flourish in new roles and innovate, while blending work life in. Oracle has thrived through 40 years of change by innovating and operating with integrity while delivering for the top companies in almost every industry. In order to nurture the talent that makes this happen, we are committed to an inclusive culture that celebrates and values diverse insights and perspectives, a workforce that inspires thought leadership and innovation. Oracle offers a highly competitive suite of Employee Benefits designed on the principles of parity, consistency, and affordability. The overall package includes certain core elements such as Medical, Life Insurance, access to Retirement Planning, and much more. We also encourage our employees to engage in the culture of giving back to the communities where we live and do business. At Oracle, we believe that innovation starts with diversity and inclusion and to create the future we need talent from various backgrounds, perspectives, and abilities. We ensure that individuals with disabilities are provided reasonable accommodation to successfully participate in the job application, interview process, and in potential roles. to perform crucial job functions. That's why we're committed to creating a workforce where all individuals can do their best work. It's when everyone's voice is heard and valued that we're inspired to go beyond what's been done before. 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 Apply Now

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Senior Manager - Customer Success Services (CSS) Global Technology - Fusion Middleware - Johannesburg

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