Senior Manager Acs Functional Services - Zapopan, México - Oracle

Oracle

Empresa verificada

Zapopan, México

hace 2 semanas

Publicado por:

Rodrigo Fernández

Reclutador de talento para beBee

Descripción

Who is Advanced Customer Services?

First of all, the People. Advanced Customer Services has more than 4000 senior technical experts globally, most of them engineers. Each of them comes with a wealth of experience in Oracle technology.

Most are in long-term engagements with their customers and thus gain a unique understanding of their platforms, requirements, and business needs.

Advanced Customer Services is a global organization, operating in 100+ countries for 20+ years, with a wealth of customers across all industries.

Thousands of customers around the globe rely on Advanced Customer Services for productive performance and the efficient operation of their most critical business processes on Oracle environments.

Lifecycle Management

You may be engaged in assisting customers in their day to day queries, create extensions, enrichments to the implemented product, helping them on their journey to cloud, release management activities for quarterly releases and be a part of the customer business teams to enable them achieve their key business process KPI(s).

Accountabilities

Critical issue management:
Assumes leadership role in Incident management by monitoring progress, assignments, managing and routing as required to progress and advance.
Lead customer critical issues and engage the team, customers, various Oracle groups as needed.
Responsible for adherence to customer's SLA's as well as internal productivity targets
Scoping and implementing the Services
Lead resources performing the Services, work assignments, prioritization
Capture metrics and drive process improvement
Resource Staffing, Skill Development, Training and Utilization
Lead Risks, Issues, Mitigation and Critical issues
Ensure Process Compliance
Responsible for Quality Audits
Proactively advances where required to Oracle Senior Management
Handles Contract and Invoicing issues
Work with the customer to become a reference
Work on internal project & initiatives which require temporary regionwide access to data
Support Presales efforts
Review existing services including to ensure a thorough understanding of the requirements
Produce Project Scope Objectives and Approach that outline the Project Management processes and include: Generate & supervise work plan, key results, resources required, roles and responsibilities, risks, issues and dependencies according to and OMCS standards; Produce regular and accurate progress reports; Regularly update the users and ACS team on progress against Plan; Implement Service Improvement policy and processes; Establish priorities; Lead the Change Control Board and coordinate global downtime as required and obtain appropriate internal approval; Plan for service growth

Account Relationships Management

Builds and Maintains relationships with customers IT Teams, Key Business Units and Partners
Uses Key Oracle Senior Management to drive Oracle's commitment and partnership within customers organization
Participates and assists customer in building Strategic Business Plans and translating into functional Operational Plans/Project Initiatives
Manages overall service delivery
Support Oracle Business Development initiatives

Program Management

Provides Program oversight and direction to the delivery team to meet customer objectives
Reviews Performance Metrics with the Offshore Service Delivery/Operations Manager and identify areas for continuous improvement.
Serve as key point within Oracle Escalation chain and facilitates resolution of raised issues
Coordinate Executive Meetings

Contract Management

Ensure that Oracle's services are being provided as per contractual obligations
Responsible for addressing Billing and Contract Financial issues

Key Experience:

5+ years of management experience leading implementation/support teams
10+ years of hands on implementation/support experience in Techno Functional consultant role
Experience with 2 of the following SaaS modules: ERP/HCM/SCM/CX
Good written and spoken English communication skills required

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