ACS Global Delivery - ASE Delivery Manager
Advanced Support Engineers (ASE) provide support in the continuous operational improvement of Oracle environments. ASEs do this by leveraging Oracle’s support -
based intellectual property and customers’ experiences throughout their involvement with Oracle’s technologies.
ASE Delivery Managers’ primary focus is working as a key contributor within the local country ACS leadership team and in conjunction with ACS sales and TAM communities, is accountable for the Leadership and management of an appropriately utilized delivery team, provisioning of the right resource at the right place at the right cost to ensure margin targets while ensuring the aims of the ACS and Oracle business are being met.
Lead a team of technical subject matter experts, responsible for working with customers to give the guidance and support needed throughout the full life cycle of service / project implementation to ensure successful and most effective use of Oracle products and ACS services, protect and expand the base.
Build and maintain long-term relationships with relevant customers, through regular contacts and visits, in alignment with ACS sales and TAM.
Understand, apply, drive and develop Oracle and ACS cloud strategy and the smooth transition from on premise to Cloud / Hybrid deployments.
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 customers 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 caliber.
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 customer experience and needs 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.
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 is a plus.
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.
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.
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.
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.
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.
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.
Planning & organizing
Is able to quickly, willingly and calmly make adjustments when the situation changes.
Manages time to ensure deadlines are met.
Detailed Description and Job Requirements
This position will be responsible for managing a delivery team responsible for providing 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.
In addition, this position will be a leader in ensuring overall customer satisfaction with Oracle’s products and related implementation services.
This position is part of the Support Advanced Customer Services organization. The focus is to provide leadership and management within a specified geography.
There is responsibility for regional revenue and utilization, and for delivery of other identified departmental results through successful direction TAM delivery resources within the business unit.
He / she will ensure high levels of customer satisfaction by making certain that quality and productivity guidelines are delivered, executing quality / productivity improvement efforts, understanding strategies of the Oracle Support Services organization, and positioning the organization within support and Oracle.
Manages and controls activities in multi-functional areas of sections. Ensures appropriate operational planning is effectively executed to meet business needs.
Demonstrated experience in package systems implementation (CRM, ERP, Consulting experiences). Understanding of various technical architectures and operating systems including web-
based applications, networks, RDBMS (Oracle, DB2, MS SQL Server), etc. Project Management (PMP) certification or extensive Project Management experience across global and diverse organizations.
Industry experience is desired.
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, salaryverification, professional references, education verification and professional qualifications and memberships (if applicable).