Senior Manager Acs Functional Services

hace 2 meses

Zapopan, México Oracle A tiempo completo

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 region-wide access to data
- Support Pre-sales 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 co-ordinate 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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