Position Overview: 

The Resource Manager (RM) is responsible for supporting Customer Success leadership in aligning the right people to the right projects at the right time.   The RM is a critical function reporting to the Resource Management Organization (RMO) in support of global CS organization.

 

The Resource Manager (RM) role will be responsible for staffing and resourcing customer-facing Services engagements. You will be responsible for leading the process for resource tracking and allocation across Oracle consulting engagements, ensuring the right fit of consultant capabilities against customer needs, and working to ensure the organization meets its business and customer satisfaction goals through effective resourcing. This is a hands-on role, interacting with consultants, sales, project managers and senior Customer Success leadership.  The RM also manages tools, data, and reporting pertaining to resource management of CS staff, including capability, availability and utilization data. In addition, the RM will be a focal point for people initiatives to improve the skills and quality of our consulting resources.

 

About YOU

You come from a professional services or large program management background and understand staffing, utilization, budget / pipeline forecasting activities, and customer satisfaction.

You love complex logistics in a proactive and reactive environment, excited about managing consultant’s schedules and constant change. 

You can build trust and collaborate across multiple departments to ensure targets are being met.

You have a strong understanding of analytics, modeling and forecasting and how to create data models and reports from multiple sources of data.

You can develop strategic plans, understanding that constant change is the norm and you are comfortable staffing overall resource requirements across multiple verticals within several geographic regions.

Principal Responsibilities:

• Project Staffing:  Schedule and coordinate the process of staffing Oracle resources to client projects.
  • Receive and respond to all resource requests
  • Coordinate with Project Management Team and other groups within Sales / Operations to obtain relevant data about the project opportunity and staffing requirements
  • Review and recommend project staffing – using project technical requirements and practice data such as: existing client relationships, Skills Matrix, availability, budget, utilization
  • Coordinate with PM’s and other leaders as needed to review, recommend, and confirm resource assignments – which may include facilitation of resource meetings
  • Document and track all open and committed resource assignments, forecast possible at-risk projects or practice resource constraints
  • Follow-up with client account owners, other business units, and other stakeholders as needed to confirm resource assignments and project plans on track

·      Resource Data Management and Reporting:  Support the development and maintenance of all RMO resource data management-reporting tools related to resource management. Provide relevant resource data reports to the RMO, CS and Practice leaders at predetermined intervals and upon request including practice utilization, forecasting and financial reports.

• Skills Matrix: Management of CS / Vertical Resource Skill Matrix, ensuring all CS resources have an updated Skills Matrix.
• Ensuring all projects are staffed in a timely manner.
• Work closely with Project Managers and Sales to understand project staffing needs and capabilities.
• Develop and optimize the tools necessary for efficient and effective staffing.
• Proactively drive resource issues or opportunities.
• Analyze and report on key business metrics related to staffing, utilization, margins, implementation progress, issues, etc.
• Develop and Propose process improvements around resource staffing needs across all verticals and all geographic areas.
• Lead / Participate in weekly resource meetings to address resourcing needs.
• Participate in weekly talent acquisition / recruiting meetings in reviewing candidates.
• Must be experienced with managing conflicting priorities, reactive staffing requests and the ability to maintain a calm and focused approach to resolving issues.

Essential Competencies

• Working with People - Shows respect for the views and contributions of other team members; shows empathy; listens, supports and cares for others; consults others and shares information and expertise with them; builds team spirit and reconciles conflict; adapts to the team and fits in well.
• Planning and Organizing - Sets clearly defined objectives; plans activities and projects well in advance and takes account of possible changing circumstances; identifies and organizes resources needed to accomplish tasks; manages time effectively; monitors performance against deadlines and milestones.
• Delivering Results and Meeting Customer Expectations - Focuses on customer needs and satisfaction; sets high standards for quality and quantity; monitors and maintains quality and productivity; works in a systematic, methodical and orderly way; consistently achieves project goals.

Knowledge and Skills

• Knowledge and application of Resource Management principles and procedures in Customer Success
• Knowledge of Customer Success Automation (CSA) tools, Oracle tools a plus including OpenAir (strongly preferred)
• Prior Resource Management or Program Management experience (strongly preferred)
• Application of Microsoft Office Suite, especially Excel, Word, and Outlook
• Bachelor degree and 1+ years of relevant experience
• Demonstrated track record of implementing best-in-class resource management methodology using computer-based resource planning and scheduling systems and tools.
• Demonstrated high level of analytical and problem-solving skills in managing complex deployments
• Excellent inter-personal, written and verbal communication skills including project status reports.
• Work independently with minimal supervision
• Ability to work with resources locally and remotely via phone and Zoom.

 

As a member of the Consulting organization, you are responsible for ensuring that a quality, integrated software solution is delivered in a timely manner, at budget, and to our client*s satisfaction. This involves working closely with the client to understand and manage their expectations, as well as working closely with Oracle and third-party vendors to ensure delivery.

Provide engagement delivery services both as an individual and as a team member. Has subject matter knowledge of relevant implementation responsibility. Has database, core applications and web technology knowledge. Has specific experience in implementing Oracle solutions and in systems integrations.

Duties and tasks are standard with some variation. Completes own role largely independently within defined policies and procedures. A BS or BA in related fields. 3-6 years overall experience in functional or technical role. One year experience in multi-dimensional issue resolution. Ability to communicate effectively and build rapport with team members and clients. Willing to travel regionally with some national travel.

 

 

Position Overview: 

The Resource Manager (RM) is responsible for supporting Customer Success leadership in aligning the right people to the right projects at the right time.   The RM is a critical function reporting to the Resource Management Organization (RMO) in support of a global CS organization.

 

The Resource Manager (RM) role will be responsible for staffing and resourcing customer-facing Services engagements. You will be responsible for leading the process for resource tracking and allocation across Oracle consulting engagements, ensuring the right fit of consultant capabilities against customer needs, and working to ensure the organization meets its business and customer satisfaction goals through effective resourcing. This is a hands-on role, interacting with consultants, sales, project managers and senior Customer Success leadership.  The RM also manages tools, data, and reporting pertaining to resource management of CS staff, including capability, availability and utilization data. In addition, the RM will be a focal point for people initiatives to improve the skills and quality of our consulting resources.

 

About YOU

You come from a professional services or large program management background and understand staffing, utilization, budget / pipeline forecasting activities, and customer satisfaction.

You love complex logistics in a proactive and reactive environment, excited about managing consultant’s schedules and constant change. 

You can build trust and collaborate across multiple departments to ensure targets are being met.

You have a strong understanding of analytics, modeling and forecasting and how to create data models and reports from multiple sources of data.

You can develop strategic plans, understanding that constant change is the norm and you are comfortable staffing overall resource requirements across multiple verticals within several geographic regions.

Principal Responsibilities:

• Project Staffing:  Schedule and coordinate the process of staffing Oracle resources to client projects.
  • Receive and respond to all resource requests
  • Coordinate with Project Management Team and other groups within Sales / Operations to obtain relevant data about the project opportunity and staffing requirements
  • Review and recommend project staffing – using project technical requirements and practice data such as: existing client relationships, Skills Matrix, availability, budget, utilization
  • Coordinate with PM’s and other leaders as needed to review, recommend, and confirm resource assignments – which may include facilitation of resource meetings
  • Document and track all open and committed resource assignments, forecast possible at-risk projects or practice resource constraints
  • Follow-up with client account owners, other business units, and other stakeholders as needed to confirm resource assignments and project plans on track

·      Resource Data Management and Reporting:  Support the development and maintenance of all RMO resource data management-reporting tools related to resource management. Provide relevant resource data reports to the RMO, CS and Practice leaders at predetermined intervals and upon request including practice utilization, forecasting and financial reports.

• Skills Matrix: Management of CS / Vertical Resource Skill Matrix, ensuring all CS resources have an updated Skills Matrix.
• Ensuring all projects are staffed in a timely manner.
• Work closely with Project Managers and Sales to understand project staffing needs and capabilities.
• Develop and optimize the tools necessary for efficient and effective staffing.
• Proactively drive resource issues or opportunities.
• Analyze and report on key business metrics related to staffing, utilization, margins, implementation progress, issues, etc.
• Develop and Propose process improvements around resource staffing needs across all verticals and all geographic areas.
• Lead / Participate in weekly resource meetings to address resourcing needs.
• Participate in weekly talent acquisition / recruiting meetings in reviewing candidates.
• Must be experienced with managing conflicting priorities, reactive staffing requests and the ability to maintain a calm and focused approach to resolving issues.

Essential Competencies

• Working with People - Shows respect for the views and contributions of other team members; shows empathy; listens, supports and cares for others; consults others and shares information and expertise with them; builds team spirit and reconciles conflict; adapts to the team and fits in well.
• Planning and Organizing - Sets clearly defined objectives; plans activities and projects well in advance and takes account of possible changing circumstances; identifies and organizes resources needed to accomplish tasks; manages time effectively; monitors performance against deadlines and milestones.
• Delivering Results and Meeting Customer Expectations - Focuses on customer needs and satisfaction; sets high standards for quality and quantity; monitors and maintains quality and productivity; works in a systematic, methodical and orderly way; consistently achieves project goals.

Knowledge and Skills

• Knowledge and application of Resource Management principles and procedures in Customer Success
• Knowledge of Customer Success Automation (CSA) tools, Oracle tools a plus including OpenAir (strongly preferred)
• Prior Resource Management or Program Management experience (strongly preferred)
• Application of Microsoft Office Suite, especially Excel, Word, and Outlook
• Bachelor degree and 1-2+ years of relevant experience
• Demonstrated track record of implementing best-in-class resource management methodology using computer-based resource planning and scheduling systems and tools.
• Demonstrated high level of analytical and problem-solving skills in managing complex deployments
• Excellent inter-personal, written and verbal communication skills including project status reports.
• Work independently with minimal supervision.

Ability to work with resources locally and remotely via phone and Zoom.

Detailed Description and Job Requirements - External

As a member of the Consulting organization, you are responsible for ensuring that a quality, integrated software solution is delivered in a timely manner, at budget, and to our client*s satisfaction. This involves working closely with the client to understand and manage their expectations, as well as working closely with Oracle and third-party vendors to ensure delivery.

Provide engagement delivery services both as an individual and as a team member. Has subject matter knowledge of relevant implementation responsibility. Has database, core applications and web technology knowledge. Has specific experience in implementing Oracle solutions and in systems integrations.

Duties and tasks are standard with some variation. Completes own role largely independently within defined policies and procedures. A BS or BA in related fields. 3-6 years overall experience in functional or technical role. One year experience in multi-dimensional issue resolution. Ability to communicate effectively and build rapport with team members and clients. Willing to travel regionally with some national travel

Responsible for presenting available internal and sometimes external resources (offshore, nearshore, and contractors) to fit project demand and budget.

Partners with Consulting management to maximize revenue opportunities, achieve the highest utilization, and increase customer satisifaction. Responsible for the collection, management, and communication of detailed resource specifications for assigned practice. Proactively identifies resources, using a variety of methods, or open specifications. Screens and makes recommendations on candidate selection. Escalate urgent requests on priority staffing calls. Submit Consulting Loan Agreements for new assignments and extensions. Confirm assignment end dates. Partner with management to understand assigned consultants skill levels and experience. Actively monitor the selection/acceptance process for assigned resources. Offer creative solutions when no resources with necessary skill sets are available. Recommend creative ways to utilize consultants who lack high demand skill sets. Identify resourcing issues and make recommendations for resolution. Update system with resource selection decision and supporting reason. Maintain data integrity. Contribute to overall practice reports and support ad hoc resourcing reporting. May act as a resourcing business partner to a practice leader.

Job duties are varied and complex, needing independent judgment. May have project lead role. Strong understanding of the tools available to be able to provide statistical trend data. Five years of resource management or related experience. Undergraduate degree or equivalent experience needed.