Oracle ACS Delivery Manager in Cairo, Egypt
ACS Delivery Manager
ACS Delivery Manager Egypt
Business Area: Customer Support Services – Advanced Customer Support Delivery EMEA
Job based in: Cairo
Advanced Customer Services (ACS) Delivery is a global business unit, within the Customer Services LOB. There are 2 communities in ACS Delivery:
TAM(Advanced Service Management), including SDM, TAM, and Project Managers
ASE (Advanced Service Engineering), with competencies in Cloud (DBaaS, PaaS, IaaS), Applications, Database and Middleware Technology and Server and Storage Technologies
The purpose of the role is leading MEA ACS Cloud, Database Service Technical Engineering community reporting to EMEA Global ACS MEA Delivery Leader.
The role is accountable for building and providing, Database, Engineering systems and Cloud technical skills demanded by ACS customers within the region.
Develops and leads a team of Advanced Service Engineers (ASE) in order to guarantee high quality ACS technical delivery, as required by the service in a timely manner and in the most cost effective way.
The role interacts with ACS sales teams, global ACS teams and functions (ie Product Management, Service Engineering) representing EMEA Global ACS Delivery when necessary and other Oracle LOBs.
Job Level: M2 (Manager)
Reports To: Director ACS Global Delivery Database MEA
Location: Egypt (with up to 30% travel time outside home country)
Achieve quantitative objectives. The main 2 KPIs for the role are:
Team Utilization %
Expertise Centres contribution (% delivered by ECs)
Staff development and retention
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
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
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 Oracle’s business processes and procedures
Adapting to Change
Promoting Business Ethics
Professional & Technical Depth & Credibility
Resource Utilization & Development
Technical Problem Recognition & Resolution
The successful candidate should have:
- Experience in:
o Service delivery roles
o Starting / developing near-shore / off-shore centres (desired but not mandatory)
o People management – at least 5 years
- A solid understanding of:
o Oracle’s Product and Solution Offerings and Business Strategy, technical understanding of database, Engineering systems and Cloud.
o Talent Management and Professional Development
o Professional Communities / Communities of Practice and their role in Oracle
- Outstanding Skills and Competencies in:
o People Management
o Project Management
o Leading Change in international organizations
o Working Globally and Across Cultures
o Managing Virtual Teams
o Performance Management
o Decision Making
o Planning & Organizing
o 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!
As part of Oracle’s employment process candidates will be required to complete a pre-employment screening process, prior to an offer being made. This will involve identity and employment verification, salary verification, professional references, education verification and professional qualifications and memberships (if applicable).
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.
Job Type: Regular Employee Hire