Senior Manager/Director, ACS Service Management, Advanced Customer Services, South Africa, MEA region 

We are looking for a new senior manager or director to lead our South Africa delivery team, which consist of 6 Technical Account Managers. We are seeing strong growth in the ACS business in South Africa, and some of the largest and most complex customer engagements are managed by the South Africa delivery team, so this is an important leadership role, which will also focus on alignment with sales.

Scope:

• Leads and manages the ACS Technical Account Manager organisation responsible for the successful delivery of Advanced Customer Services.
• Manage the designated customer accounts to identify, qualify and define upsell and cross-sell into them.
• Owns and manages the P&L for Advanced Customer Services.
• Work with the ACS sales team to assist the renewal, expansion and new business activities, and with Engineering Management providing input for appropriate resource sizing and staffing.
• Develops and maintains ‘C’ level relationships with key customers.
• Supports the management/development of the careers and aspirations of the Technical Account Managers.
• Collaborates with Oracle teams across lines of business such as SaaS & cloud Sales, Premier Support, Customer Success and Consulting.
• Collaborates closely with peers in other ACS EMEA regions and with global ACS.
• Maintains an innovation agenda by supporting ACS global functions, such as Product Management, Go to Market, Service Engineering and Business Operations.
• Drives and supports continuous improvement initiatives for ACS at MEA and EMEA levels including customer satisfaction, delivery quality and tools/systems.

Responsibilities:

• Ensure customers understand and receive value from services delivered in order they see reasons to renew contracts. 
• Manage the business to ensure Revenue (forecasting and recognition), Margin, Expenses, Utilization and high / low cost delivery mix is delivered against agreed targets and can identify and explain any anomalies.
• Oversee the development of the ACS Delivery practices to ensure effective and efficient service delivery of signed contracts and a high level of customer satisfaction.
• Performance Management of individual team members, setting of realistic, measurable goals and agreed personal development plans.
• Evangelize the value of Advanced Customer Services to Oracle’s customers and other lines of the Oracle business.
• Contribute to and support sales and pre-sales teams in the pursuit of new, expansion opportunities.
• Contribute to the implementation of ACS and Oracle business strategy, align the TAM team organisation to this strategy, provide thought leadership and direction to the business, customers and team members.
• Act as a management point of escalation for ACS customers in South Africa and senior XLOB leaders.
• Develop and maintain relationships with senior management teams across lines of business within Oracle South Africa.
• Contribute at EMEA and sub-regional level to the development of services/product management, activities/initiatives and tools/processes improvement programs.

Accountabilities: 

• With his/her team profile and deliver projects and services mainly for Cloud, SaaS, Applications and some Middleware products, on premise as well hybrid leveraging Oracle stack.
• Promoting the movement of Customer on premise workloads to Oracle OCI, and attaching ACS Services to SaaS.
• Maximize Customer Satisfaction and renewals rate.
• Manage the P&L and take appropriate actions to ensure budgets/KPIs are met.
• Monitor the contract base(s) to ensure revenue is being maximised, revenue yields are in line with expectations and the evolution is positive (ie growing), taking action when appropriate.
• Monitor Service Delivery effort and report against agreed budget(s) ensuring margin and utilization targets are achieved.
• 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.
• Provide support to Sales team in Quarterly Account Plan review.
• Operate in accordance with Oracle’s policies, business processes and procedures.

Detailed Description and Job Requirements 
This position will be responsible for managing a team of ACS TAM’s within South Africa in the MEA region. The role is reporting to the MEA Delivery VP. 

The ACS delivery organization aim is to provide customers with the guidance and tailored support needed throughout the entire Oracle’s Products life cycle to ensure the successful and most effective use of Oracle technology. In addition, this position will be a leader in ensuring overall customer satisfaction with Oracle’s products and related implementation services.

Good working knowledge of the ACS tools, methods and techniques used to conduct periodic Support Service Delivery Planning and Service Reviews will be a plus.

As a Senior Manager or Director, this position is accountable for meeting the strategic, operational performance, quality and budgetary objectives set for the entire business unit, while assuring the highest level of customer satisfaction. 

The new leader will work closely with senior managers and other directors to ensure proper utilization, budgetary and performance goals are achieved, while being accountable for overall customer satisfaction and organization success. This role will also include a strategic planning function for the ACS organization.

Functional and technical expertise with Oracle Applications, SaaS, OCI, and some FMW products is required and broad Oracle knowledge (products & services) is important. 

Knowledge in ACS SaaS and Applications portfolio will be key for this role as well as knowledge in one or more markets.

Strong people/communication skills to deal with company and customers. Proven frequent experience on driving Customer meeting to propose ACS offer and solution.

10-15 years of experience in Information Systems, particularly in the Applications area, and at least half of them as a manager or director of a professional services division is required.  Experience in managing a presales team or at least presales activities coordination to release offer to Customers is a plus

Proven financial acumen, able to understand a P&L, deal with the financial director, etc. International exposure is also required with demonstrated experience managing a virtual team.

Languages: English is a must.

As part of Oracle's employment, process candidates will be required to successfully complete a pre-employment screening process. This will involve identity and employment verification, professional references, education verification and professional qualifications and memberships (if applicable). 

This position will be responsible for managing a Line of Business 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. This leadership position has direct revenue and margins responsibility, within an identified geography. The role is a manager of other managers, covering the full lifecycle of a TAM delivery team’s capabilities and skillsets, and is responsible for continuous delivery practice development. The job role is also responsible for ensuring successful implementation of Oracle Applications at customer sites from initial pilot to full customer production rollout, ongoing support for customers in production, and overseeing the ACS delivery organization within that specified geography. He/she will ensure high levels of customer satisfaction by making certain that quality and productivity guidelines are established and strived for by each team, driving quality/productivity improvement efforts, understanding and conveying strategies of the Oracle Support Services organization, and positioning the organization within support and Oracle.

Assists in the development of short, medium, and long term plans to achieve strategic objectives. Regularly interacts across functional areas with senior management or executives to ensure unit objectives are met Demonstrated success at Oracle for at least. 3 years and as a TAM Manager for at least 2 years (or have prior experience in managing large delivery teams and with P&L responsibility for at least 3 years). Recommended more than 12 years of professional Information Systems implementation experience in the package application space. Project Management (PMP) certification or extensive Project Management experience across global and diverse organizations.

As part of Oracle's employment process candidates will be required to successfully complete a pre-employment screening process. This will involve identity and employment verification, professional references, education verification and professional qualifications and memberships (if applicable).