< p>
Summary < strong>< p>
Advanced Customer Services ACS Delivery is a global business unit within the Customer Services LOB. There are 2 communities in ACS Delivery < p>
- TAM Advanced Service Management including SDM TAM nbsp and Project Managers < li>
- ASE Advanced Service Engineering with competencies in Cloud SaaS PaaS IaaS Applications Database and Middleware Technology and Server and Storgae Technologies < li>< ul>
The purpose of the role is leading MEA ACS Cloud Applications and FMW Advanced Service Engineering nbsp community reporting to EMEA Global ACS Delivery Leader. < p>
The role is accountable for building and providing Application FMW and Cloud skills demanded by ACS customers within the region. < p>
Develops and leads a team of Advanced Service Engineers ASE in order to guarantee high quality ACS technical delivery as required by the service in a timely manner and in the most cost effective way. < p>
nbsp < p>
The role interacts with ACS sales teams global ACS teams and functions ie Product Management Service Engineering representing EMEA Global ACS Delivery when necessary and other Oracle LOBs. < p>
Reports To< strong> Senior Director ACS Global Delivery Applications EMEA < p>
Location< strong> Egypt with up to 30 travel time outside home country < p>
Measurements< strong> < p>
nbsp nbsp nbsp · nbsp nbsp nbsp nbsp Achieve quantitative objectives. The main 3 KPIs for the role are < p>
· nbsp nbsp nbsp nbsp EMEA Delivery Margin ASE Daily cost < p>
· nbsp nbsp nbsp nbsp Team Utilization < p>
· nbsp nbsp nbsp nbsp Expertise Centres contribution delivered by ECs < p>
nbsp nbsp nbsp nbsp · nbsp nbsp nbsp Staff development and retention < p>
Scope< strong> < p>
· nbsp nbsp nbsp nbsp Manages an ASE team responsible for the successful technical delivery of Advanced Customer Services contracts into designated customer accounts within one or more country region covering one or more technologies < p>
· nbsp nbsp nbsp nbsp Forms part of the EMEA ASE management team with shared accountability for on site and remote technical capability throughout EMEA < p>
· nbsp nbsp nbsp nbsp Forms part of the MEA region Delivery Management team with shared accountability for ACS business and customer success < p>
· nbsp nbsp nbsp nbsp Be accountable as the point of contact within the region to assure appropriate technical skills and resource coverage to fulfil ACS delivery commitments in the most efficient way – whether they be on site remote or third party < p>
· nbsp nbsp nbsp nbsp Service product development activities initiatives < p>
· nbsp nbsp nbsp nbsp Drive the technical and soft skills development of team members in line with ACS objectives and their personal development plans career goals < p>
· nbsp nbsp nbsp nbsp Engages closely with the regional ACS TAM Organization and ACS Sales to understand and provide the resources and the skills needed to deliver proper effective and efficient ACS Services < p>
· nbsp nbsp nbsp nbsp Works with Oracle teams across lines of business such as Premier Support Customer Management Licence Sales Consulting and Education < p>
· nbsp nbsp nbsp nbsp Collaborates closely with other managers within the support organisation GCM GCS etc < p>
· nbsp nbsp nbsp nbsp Develops strong relationships with partner organizations and other third parties as required to extend in a flexible way ACS delivery capacity < p>
nbsp < p>
Responsibilities< strong> < p>
· nbsp nbsp nbsp nbsp Ensures Utilization and Expertise Centre Usage is delivered against agreed targets and anomalies are identified and act upon < p>
· nbsp nbsp nbsp nbsp Appraisal of individual team members setting of realistic measurable objectives and agreed personal development plans < p>
· nbsp nbsp nbsp nbsp Provide leadership and direction to the team < p>
· nbsp nbsp nbsp nbsp Ensures the proper technical resource allocation to ACS services < p>
· nbsp nbsp nbsp nbsp Identifies and foresees technical skills gap and defines the appropriate corrective actions < p>
· nbsp nbsp nbsp nbsp Develops and maintain relationships with senior management across lines of business and relevant third parties < p>
· nbsp nbsp nbsp nbsp Assures and improves the quality of the service < p>
· nbsp nbsp nbsp nbsp Contributes to the wider development of services product development activities initiatives < p>
nbsp < strong> < p>
Accountabilities< strong> < p>
· nbsp nbsp nbsp nbsp Proactively monitor the team utilization rate and the team costs report on any potential risks and devise and own the action plan to achieve the targets < p>
· nbsp nbsp nbsp nbsp Monitor Expertise Center utilization targets and devise and own the action plan to achieve the target < p>
· nbsp nbsp nbsp nbsp Proactively monitor the skills needs within its area of responsibility report on any potential risks and devise and own the action plan to fulfil these needs < p>
· nbsp nbsp nbsp nbsp Anticipate resource needs and manage hiring activities < p>
· nbsp nbsp nbsp nbsp Oversee and supprt any account escalations that may arise < p>
· nbsp nbsp nbsp nbsp Manage Employee Satisfaction and Talent retention within the assigned team and proactively report any potential challenge < p>
· nbsp nbsp nbsp nbsp Ensure all service related systems and documentation required either contractually or as part of a programme are up to date and accurate < p>
· nbsp nbsp nbsp nbsp Provide timely management reports as requested by Senior ACS Management < p>
· nbsp nbsp nbsp nbsp Maintain and promote awareness about skills and service availability within ACS Sales and ACS Delivery organization < p>
· nbsp nbsp nbsp nbsp nbsp Operate in line with Oracle’s business processes and procedures < p>
nbsp < p>
Key Competencies< strong> < p>
· nbsp nbsp nbsp nbsp Customer Focus < p>
· nbsp nbsp nbsp nbsp Leadership < p>
· nbsp nbsp nbsp nbsp Leading Change < p>
· nbsp nbsp nbsp nbsp Adapting to Change < p>
· nbsp nbsp nbsp nbsp Managing Performance < p>
· nbsp nbsp nbsp nbsp Promoting Business Ethics < p>
· nbsp nbsp nbsp nbsp Problem Solving < p>
· nbsp nbsp nbsp nbsp Communication < p>
· nbsp nbsp nbsp nbsp Quality < p>
· nbsp nbsp nbsp nbsp Professional amp Technical Depth amp Credibility < p>
· nbsp nbsp nbsp nbsp Working Globally < p>
· nbsp nbsp nbsp nbsp Resource Utilization amp Development < p>
· nbsp nbsp nbsp nbsp Technical Problem Recognition amp Resolution < p>
nbsp < strong> < p>
Candidate Profile < strong> < p>
The successful candidate should have < p>
- Experience in < li>
- Service delivery roles < li>
- Starting developing near shore off shore centers desired but not mandatory < li>
- People management – at least 5 years < li>< ul>
- A solid understanding of < li>
- Oracle’s Product and Solution Offerings and Business Strategy preferably on Oracle Applications SaaS and Fusion Applications PaaS and FMW < li>
- Talent Management and Professional Development < li>
- Professional Communities Communities of Practice and their role in Oracle < li>< ul>
- Outstanding Skills and Competencies in < li>
- People Management < li>
- Project Management < li>
- Communication < li>
- Leading Change in international organizations < li>
- Working Globally and Across Cultures < li>
- Managing Virtual Teams < li>
- Performance Management < li>
- Decision Making < li>
- Planning amp Organizing < li>
- Results Orientation < li>< ul>< ul>
Performance Measurement Compensation < strong> < p>
Individual performance will be measured against a set of yearly reviewed objectives. Compensation will be structured based on the guidance provided by Human Resources for ACS management and aligned with objectives targets of the ACS Business < p>
If you are interested please submit your CV in English. < em>Thank you!< em> < p>
nbsp < p>
from وظائف مطورين أوراكل في مصر http://ift.tt/2jOIqAV
via IFTTT
- Experience in < li>
from وظايف مصرية http://ift.tt/2jOFjJk
via IFTTT