Manage and maintain multiple client environments, including the technical and application aspects of the client relationship.

 

• Manage client technical operations, including responsibility for the total cost of ownership for assigned clients relating to project financials and contractual agreements
• Lead cross-functional collaboration with internal and external stakeholders to execute client and solution vision, objectives, and strategy
• Develop domain management, change control and management, and issue management strategies
• Act as an escalation point for client issues and risks, engaging with internal teams to drive and resolve incidents
• Support problem management activities and provide on-call incident management support for clients
• Develop and mentor a team of associates responsible for delivering the technical aspects of a client project
• Lead, direct and review the team’s work to achieve operational or functional targets or objectives with significant contribution towards the achievement of immediate and short-term results for the team, department and organization
• Establish and communicate team or department goals that support and advance team, department and organization objectives; establish metrics or other performance measures to track progress
• Influence diverse stakeholder groups and drive acceptance of policies, practices and procedures within broader area of responsibility
• Identify, propose and lead team- and department-level quality and process improvement initiatives; lead or influence strategic initiatives at the department-level and provide input on strategic initiatives for the organization
• Deliver consistent and timely training, guidance and feedback to encourage success and promote associate growth through regular developmental conversations and identification of developmental opportunities
• Own decision-making for staffing and performance decisions for direct reports
• Manage one or more teams of associates

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.