IT Snr Manager

Role:  Senior Manager, Customer Success Services Global SaaS & Apps Delivery

Note: Sponsorship is not available for this position.

Reporting to the Global SaaS & Apps Delivery Director, you will manage a geographically and culturally diverse team of senior engineers delivering Apps Unlimited services to customers around the world. Expect to work directly with customers to ensure service quality and that their needs are being met.

Scope:

Be responsible for the successful technical delivery of CSS contracts into designated customer accounts within one or more country/region, covering core EBS Apps Pillar Form part of the NA CSS management team, with shared accountability for technical capability throughout NA 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 

Career Level - M3

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 Utilization, Expertise Centre 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 & Maintain high levels of customer satisfaction 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

Preferred Qualifications

At least 15 years working in senior roles within an IT support organization Oracle Apps UL, Database and experience on premises and on Cloud Excellent written, verbal, and presentation communication skills in English. Good Spanish verbal communication skills desirable. Consistent track record of working with and influencing customers at a senior level, and with Fortune 100 type customers in pressured or escalation situations Excellent interpersonal skills and collaborative working style Strong ability to challenge and debate issues of importance to the organization Persuasive with details and facts Delegate responsibilities Have experience in leveraging onshore and offshore teams Continuous approach to self-improvement Degree in a relevant field, or equivalent experience  Disclaimer:

Certain US customer or client-facing roles may be required to comply with applicable requirements, such as immunization and occupational health mandates.

Range and benefit information provided in this posting are specific to the stated locations only

US: Hiring Range: from $101,300 to $223,500 per annum. May be eligible for bonus and equity.

Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect Oracle’s differing products, industries and lines of business.
Candidates are typically placed into the range based on the preceding factors as well as internal peer equity.

Oracle US offers a comprehensive benefits package which includes the following:
1. Medical, dental, and vision insurance, including expert medical opinion
2. Short term disability and long term disability
3. Life insurance and AD&D
4. Supplemental life insurance (Employee/Spouse/Child)
5. Health care and dependent care Flexible Spending Accounts
6. Pre-tax commuter and parking benefits
7. 401(k) Savings and Investment Plan with company match
8. Paid time off: Flexible Vacation is provided to all eligible employees assigned to a salaried (non-overtime eligible) position. Accrued Vacation is provided to all other employees eligible for vacation benefits. For employees working at least 35 hours per week, the vacation accrual rate is 13 days annually for the first three years of employment and 18 days annually for subsequent years of employment. Vacation accrual is prorated for employees working between 20 and 34 hours per week. Employees working fewer than 20 hours per week are not eligible for vacation.
9. 11 paid holidays
10. Paid sick leave: 72 hours of paid sick leave upon date of hire. Refreshes each calendar year. Unused balance will carry over each year up to a maximum cap of 112 hours.
11. Paid parental leave
12. Adoption assistance
13. Employee Stock Purchase Plan
14. Financial planning and group legal
15. Voluntary benefits including auto, homeowner and pet insurance

The role will generally accept applications for at least three calendar days from the posting date or as long as the job remains posted.

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