CSS Senior Manager - Service Management Support Center

A great opportunity to join one of the fastest growing organizations in Oracle Customer Success Services (CSS). Service Management Support Center (SMSC) delivers expert Incident Management (Service Request Management), Escalation Management and customer service support to Oracle CSS top customers. The ultimate role of the SMSC is to grant customers an enhanced Oracle experience and to ensure the appropriate level of service management.

 

What You will do:

• Provide strong leadership that guides the team to think both tactically and strategically in the delivery of service management.
• Foster an environment of ownership, inclusion, teamwork and cooperation.
• Deliver results against a defined set of objectives that includes tactical metrics, continuous improvement, and cross functional collaboration.
• Translate departmental goals into performance objectives for each direct report
• Measure and coach individual performance against plan.
• Ensure employees’ increase of CSS services knowledge with particular focus on incident management and customer excellence.
• Identify and plan for future resourcing needs.
• Manage metrics, customer satisfaction, and reporting on statistical performance levels related to the business.
• Direct and ensure the implementation of operational policies.
• Interact internally and externally with executive management involving business development, services positioning, building networks and managing difficult situations 
• Regularly review the customer base and status update of all the engagements running in the team, taking decisions for corrective actions and initiative in addressing potential red flags.
• Effectively manage expectations and performance of direct reports.
• Ensure employee satisfaction, engagement, and proactive retention.
• Define and implement service management delivery standards.
• Contribute to and lead strategic project and initiatives within Customer Success Services.

 

What You will need to be successful:

• 8+ years relevant experience in an IT services delivery role.
• Thorough grasp of industry standards for IT management such as ITIL.
• Excellent understanding of Oracle ecosystem and CSS vision and services.
• Demonstrated ability leading people.
• Experience with Support teams managing large, strategic customers.
• Proven efforts collaborating with other Lines of Business to improve efficiency and effectiveness.
• Excellent coaching skills, with experience mentoring early-career professionals as a plus.
• Strong negotiation, interpersonal, written, oral communication and presentation skills required.
• Strong problem solving and decision making skills.
• Excellent organization and prioritization skills.
• Strong analytical skills and process improvement orientation.
• Strong ability to convey messages in a clear, timely, and focused manner for both verbal and written communications.
• Ability to provide timely, meaningful, fact-based, and constructive feedback to others.
• Ability to create a team environment that sustains a highly motivated group working to achieve common objectives.
• Ability to act as a role model to others: sets an example of integrity, ethical behaviour and professionalism.
• Bachelor's degree in information technology, management or a related area is preferred.

Career Level - M3

Prefer 10 years of professional Information Systems implementation experience, with at least 2 years People Manager experience and/or 2 years Pre-Sales Experience. Understanding of various technical architectures and operating systems including web-based applications, networks, and the latest Oracle product technologies. Demonstrated experience in package systems implementation. Project Management (PMP) certification or extensive Project Management experience across global and diverse organizations. Industry experience is desired.

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