oracle - Brazil | 2024-08-22 08:06:03

ERP ORACLE SAAS/Ebiz/PSFT/CX/Siebel Functional Service Operations Manager/Functional Services Delivery Manager

 

Location: Sao Paulo (hybrid role) 

Oracle Consulting Services experience is desirable. 

 

ACCOUNTABILITIES

• Escalation management:
• Assumes leadership role in Incident management by monitoring progress, assignments, managing and routing as required to progress and escalations. 
• Manage customer escalations and engage the team members, customers, various Oracle groups as needed.
• Responsible for adherence to customer’s SLA’s as well as internal productivity targets
• Scoping and executing the Services
• Manage resources performing the Services, work assignments, prioritization
• Gather metrics and drive process improvement
• Resource Staffing, Skill Development, Training and Utilization
• Manage Risks, Issues, Mitigation and Escalations
• Ensure Process Compliance
• Responsible for Quality Audits
• Proactively escalates where required to Oracle Senior Management
• Manages Contract and Invoicing issues
• Work with the customer to become a reference
• Work on internal project & initiatives which require temporary region-wide access to data
• Support Pre-sales efforts
• Review existing services including to ensure a thorough understanding of the requirements
• Produce Project Scope Objectives and Approach that outline the Project Management processes and include:
  • Generate & manage work plan, key deliverables, resources required, roles and responsibilities, risks, issues and dependencies according to  and OMCS standards
  • Produce regular and accurate progress reports
  • Regularly update the users and ACS team on progress against Plan
  • Implement Service Improvement policy and processes
  • Establish priorities
  • Lead the  Change Control Board and co-ordinate global downtime as required and obtain appropriate internal approval
  • Plan for service growth

 

Account Relationship Management

•  
  • Builds and Maintains relationships with customers IT Teams, Key Business Units and Partners
  • Leverages Key Oracle Senior Management to drive Oracle’s commitment and partnership within customers organization
  • Participates and assists customer in building Strategic Business Plans and translating into actionable Operational Plans/Project Initiatives
  • Manage overall service delivery
  • Support  Oracle Business Development  initiatives

 

Program Management

•  
  • Provides Program oversight and direction to the delivery team to meet customer objectives;
  • Reviews Performance Metrics with the Offshore Service Delivery/Operations Manager and identify areas for continuous improvement;
  • Serve as escalation point within Oracle Escalation chain and facilitates resolution of escalated issues;
  • –Coordinate Executive Meetings.

Contract Management

•  
  • Ensure that Oracle’s services are being provided as per contractual obligations
  • Responsible addressing Billing and Contract Financial issues.

 

• Other Attributes which are required
  • Provides functional and technical help to Support Engineers for resolving various issues;
  • Closely work with counterpart leads of Customer for periodic review and improvements;
  • Creates reusable components;
  • Proactively suggests Product Improvements and new functionality;
  • Focuses on Quality and efficiency of Issue resolution;
  • Participates in different Oracle Community Groups/forums;
  • Available 24/7 for escalations;
  • Application setup and configuration assistance;
  • Ensures customer satisfaction through timely and efficient completion of deliverables;
  • Ensures the team addresses all relevant issues within the compliance and customers coding standards;
  • Monitors the performance of the team members;
  • Assures accountability, ownership, and quality of delivery;
  • Encourages team cohesion and timely communication;
  • Prepares and delivers regular reports on the progress and outstanding issues.

Career Level - M3

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