Oracle

Sr Manager, CSS Global SaaS & Apps Delivery, GEC-India

Posted On

Aug. 20, 2024

Location

Hyderabad, Telangana

Experience Level

Professional

Job Type

Permanent

Apply By

Feb. 16, 2025

Job Description

Job Type: Regular Employee
Role: People Manager
Experience: 15+ years of professional experience in Information Technology, with a minimum of 5 + years people management/leadership.
Applicants are required to read, write, and speak the English language.
Location: Hyderabad, Bangalore, Noida

Post Title:

Senior Manager, CSS Global SaaS & Apps Delivery - India

Job Description

Do you want to work with exciting customers across all sectors in the industry? If you have a passion for tech, a customer-centric approach, and a background in team management, services, service delivery and Cloud Technologies , come and grow your career with us. Join us!

Oracle is a technology leader that’s changing how the world does business – and our Customer Success Services (CSS) team supports over 6,000 companies around the world. We’re looking for an experienced and self-motivated leader to lead a team of technical subject matter experts located in Europe as our Engineer Manager. Join our Global CSS leardership team and actively contribute to accelerating our customers success by leading our team of highly skilled technical experts who build and maintain our clients’ technical landscapes through tailored support services. https://www.oracle.com/customer-success/

You will be a member of leadership and management of engineering 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. Responsibilities may be defined by named accounts, geography, product/solutions, or some combination thereof. Recruits, retains, develops, coaches, motivates, and generally manages multiple Account Management and/or Technical delivery resources to attain/exceed defined customer objectives. Responsible for driving a high degree of satisfaction with Oracle's products and related implementation services and ensuring referenceability for continued profitable revenue streams over the long term.

Directly manages engineers/System Analysts, etc. with operational focus on multiple accounts, products/solutions or a combination thereof. Personal objectives typically defined as a "roll-up" of all delivery resources reporting to the Delivery Leader. Understands own product/solutions portfolio extremely well and knows how to win relative to competition. Responsible for providing coaching, mentoring and helping team attain a high degree of customer satisfaction. Accountable for territory revenue and utilization, and for delivery of other identified departmental results through successful direction of Account Management and/or Technical delivery resources within the business unit. 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 Support Services organization. Interaction with Sales, Delivery account team and customer teams to ensure appropriate solutions are being identified and needs met. Attains results within Oracle management policies and practices. Executes company policies that affect immediate operation(s) and may have company-wide effect.

The role has responsibility to deliver services to customers all over NA, EMEA, LAD and APAC. Regular interaction with the internal account teams. Manages 12x7 model of remote delivery.

General and Core Requirements:

The background you should have for this job

Minimum 10 years IT organization background.
Proven experience of working within a strategic resourcing and delivery environment
Lead and Managed a Team of 10+ members.
Have experience in leveraging onshore and offshore teams, in multi-culture environment.
Relevant technical knowhow and experience in Oracle products/technologies including Oracle EBS/ Fusion SaaS/ PeopleSoft, Cloud/OCI as well as people management experience, Project Management (PMP) certification or extensive Project Management experience, would be an advantage.

Other related Technologies:

Multi Cloud and Hybrid solutions.
Solution designs and multi-Cloud integrations
DevOps, AI and ML
Strong EBS /Fusion is strongly recommended.
Below mentioned Key Credentials with proven track record is needed:
Working globally
Building efficient delivery/virtual capabilities and teams
Customer Management
Supporting Sales, Presales and Project Managers
Engineering Service Scoping
Customer Focus
Leadership / Leading Change
Managing team's performance
Promoting Business Ethics
Problem Solving and Innovation
High Communication quality
Services delivery quality
Resource Utilization & Development
Planning and Organizing Delivery Management
Automation and Tooling
Escalation Management

What you will do

Lead and develop a team of technical subject matter experts, responsible for working with customers to give the guidance and support the operation of different areas and services of Oracle database (offshore and onsite delivery, On premise and over cloud), delivering services that drive customer success and innovation. Being an active contributor in the CSS Business and Portfolio development.

You will be measured on Customer satisfaction (internal and external customers), retention and growth, team utilisation, team development and retention, Practice development and XLOB collaboration including Product Management, Customer Success Leadership and Product Support, Consulting.

Thrive in this crucial role!

Scope of the role

Be responsible for the successful technical delivery of CSS contracts into designated customer accounts within one or more country/region, covering core Data Management Pillar.
Form part of the global CSS management team, with shared accountability for technical capability
Be accountable as the point of contact, within the region/technology, to assure appropriate technical skills and resource coverage to fulfil CSS delivery commitments in the most efficient way – whether they be on-site, remote or third party
Lead service/product development activities/initiatives as required
Drive skills development of team members in line with CSS objectives, and their personal development plans, career goals (Individual contributors)
Engage closely with the regional CSS TAM Organization and CSS Sales to understand and provide the resources and the skills needed to deliver proper, effective and efficient CSS Services
Collaborate closely with other managers within the support organization.
Develop strong relationships with partner organizations and other third parties as required to extend, in a flexible way, CSS delivery capacity

Responsibilities

Regular interaction with Sales, Presales, delivery teams to ensure appropriate solutions are being identified and implemented
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
Assist in developing business models in a variety of situations that impact customers and Oracle positively
Provide leadership and direction to the team with coaching and mentoring capabilities
Appraisal of their directs, setting of realistic measurable objectives and agreed personal development plans
Ensure Team Utilisation, Global Centres Usage and Delivery cost are aligned with agreed targets and anomalies are identified and act upon
Evangelize the value of Customer Success Services to the customer base and other lines of the Oracle business
Act as a senior management point for escalation of customer issues
Ensures the proper technical resource allocation to CSS service
Understands Oracle’s and CSS product/solutions portfolio and knows how to win relative to competition.
Ensure the managers and the team leaders validate and improve the quality of CSS processes and services as agreed by CSS leadership
Ensure the team contributes to the wider development of services/product development activities/initiatives to contribute to customer success and business generation

Key Strategic Deliverables:

Driving Growth (enhance delivery capabilities, identify new opportunities, reduce expenses)
Innovation (New Services, Process automation, New Tools, Product innovation, Build Competency).
Enhance Visibility (Customer visibility, internal visibility).
People Focus (Career development, Performance management)
Operational Excellence (24x7 Operations, Fixed Scope services, Quality improvement)
Achieve Revenue target.
Achieve margin % target.

Measurements

Achieve quantitative objectives. The main KPIs for the role are:

Team Utilization %
Global Centers contribution %
Staff development and retention

Other Qualifications :

MBA or/and PMP is recommended.
15+ years of professional experience in Information Technology, with a minimum of 5 + years people management and project/customer/account management experience in a IT consulting/Professional Services organization preferred:
Experience handling service contracts, tracking project expenses and profitability analysis of specific engagements
Experience with large scale IT implementations at Customers that involves one or more core set of Oracle Applications modules
Ability to spot proactive services to the benefit of customer
Solid presentation skills and the ability to adjust communication content to a wide range of audiences (e.g. layperson, engineers and C-level executives)
Experience in leading to digital/cloud transformation of a technical team
Familiarity with Amazon Web Services, Azure, Google Cloud, or similar cloud platforms would be of advantage.
Experience on leading deployment of Cloud solutions

Career Level - M3

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