Jobs in Egypt - ACS Global Delivery – ASE Cloud Platform Manager at Oracle
ACS Global Delivery – ASE Cloud Platform Manager at Oracle
Location: Heliopolis
Job Description:
- Actively participate as a member of the ACS sales and delivery leadership team representing ASE community.
- The development of a high quality team delivering a high quality service to 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 and solutions.
- Work closely with TAM management, ACS sales and presales management in developing the practice ensuring consistency of quality and value of services.
- Support TAMs to ensure customer’s experience of ACS meets all expectations.
- 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 Customer Support Services organization.
- Regular interaction with sales, delivery account teams to ensure appropriate solutions are being identified and implemented, support on defining service solution and corresponding effort estimation.
- Ensure interactions with customers are of highest quality. Oversee the delivery of high quality customer deliverables and supporting ASEs to ensure quality of work is of the highest calibre.
- Ensure customer relationships are built and maintained at appropriated level, through regular contacts and visits within the framework of ACS engagements and in alignment with ACS Sales and TAM management.
- First level management directly managing ASEs and or TAMs etc. with operational focus on multiple accounts, products/solutions or a combination thereof. Attains results within Oracle management policies and practices.
- Responsible for providing coaching, mentoring and helping team attain a high degree of customer satisfaction.
- Understands own product/solutions portfolio extremely well and knows how to win relative to competition.
- Assist in developing business models in a variety of situations that impact customers and Oracle positively.
- Build strong relationships internally within Oracle, with other LOBs, and externally with customers.
- Coordinate delivery of support services and other LOBs related to ACS Services.
- Support the development of new offerings to generate customer interest based on experience and customer experience/needs.
- Utilize innovation and customer experience to determine new opportunities and methods for ACS to engage with customers.
- 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
- Actively manage Oracle badged third Party staff.
- Operates as a key resource to the EMEA delivery team’s general management.
- Recruitment, retention, development, coaching, motivation, succession planning and generally management of multiple technical delivery resources to attain/exceed defined customer objectives.
- Act as trusted advisor to core management team with regards to all people issues.
- Identify opportunities for improvements to ACS processes and services and implement changes as agreed by ACS leadership.
Job Requirements:
Technical Knowledge/ Skills/ Training required:
Required Skills and knowledge:
- IT organization background. Proven experience of working within a strategic resourcing and development environment.
- Excellent influencing skills at a senior level. Sufficient seniority and gravitas to command authority.
- Experience leading technical teams providing Premium IT Services.
- Experience on defining and executing delivery models to accomplish customer requirements within the agreed service budgets, managing customer expectations and satisfaction
- Experience of major long term projects in order to understand goals and challenges facing program directors.
- Experience of implementing process for skills retention and identifying the cost of losing skills/experience.
- Experience on leading deployment of Cloud solutions.
- Strong English level.
Behavioral Skills:
Leadership
- Proactively takes ownership of tasks and challenges and sees them through.
- Asserts authority when occasion/situation demands.
- Assumes role of the team leader.
- Coaches team members in relevant skills.
- Delegates tasks and monitors progress.
Commercial Awareness
- Consistently works with customers and Oracle contacts to ensure the correct expectations are set in every task to maximize customer confidence and trust
- Takes a holistic view of tasks and is able to quickly, willingly and calmly make adjustments when the situation changes.
- Use innovation to define new ways to add value and generate growth.
Working with Others
- Acts as a channel for customer and internal queries and acts as a single interface in order to maintain effective communications and teaming.
- Take ownership of escalation if needed.
- Proactively takes ownership of tasks and challenges, delegates when appropriate and monitors progress.
- Integrates multiple level activities and resources throughout the team, building commitment and enabling the team to focus on achieving customer satisfaction.
Communications
- Communicates openly and often and uses appropriate medium for communication.
- Recognizes when something needs higher level visibility and informs the appropriate people.
- Understands the importance of listening in order to understand customers’ point of view/requirements, and checks understanding with customer.
- Is aware of underlying issues in a situation and possible causes/reasons.
- Produces documents which are well structured, concise and grammatically correct.
- Is confident and able to present at all levels.
Delivering Results
- Proactively works towards objectives and goals, delivering expected and agreed results within given deadlines. Monitors efficiency of process and takes steps to improve performance
- Ensures the best use of delivery models to meet margin targets for delivery.
Teamwork
- Setting the right focus on development plans
- Finds ways to positively recognize the contributions of others in the team.
- Effectively adopts a range of team roles.
- Adds value to the team through openly sharing information, knowledge and learning.
- Identifies and uses the strengths of other team members to improve effectiveness and efficiency.
- Resolves conflict within the team when it arises.
- Demonstrates leadership.
Planning & organizing
- Is able to quickly, willingly and calmly make adjustments when the situation changes.
- Manages time to ensure deadlines are met.
Business development
- Responsible for managing the P&L.
- Able to provide accurate Forecast.
- Tracking margin and anticipating actions to keep costs under control, to meet required margin objectives
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