Senior Manager Functional Services

Senior Manager Functional Services-22000B09
**Applicants are required to read, write, and speak the following languages***: English, Spanish, Portuguese
**Preferred Qualifications**
- Senior Manager in Sao Paulo to manage the workforce and customers in Brazil region
**Who is Advanced Customer Services?**
First of all, the People. Advanced Customer Services has more than 4000 senior technical experts globally, most of them engineers. Each of them comes with a wealth of experience in Oracle technology. Most are in long-term engagements with their customers and thus gain a unique understanding of their platforms, requirements, and business needs.
Advanced Customer Services is a global organization, operating in 100+ countries for 20+ years, with a wealth of customers across all industries
Thousands of customers around the globe rely on Advanced Customer Services for high performance and the efficient operation of their most critical business processes on Oracle environments
**Lifecycle management**
Being part of Advanced Customer Services organization, you get an opportunity in the lifecycle management of the solution. As customers' operations mature, your expertise enables them to enhance product adoption and user experience. Our focus on continual service improvement models is a key differentiator. We leverage your expertise and
creativity to innovate business and IT processes, improve product adoption and other aspects of lifecycle management.
You may be engaged in assisting customers in their day to day queries, create extensions, enrichments to the implemented product, helping them on their journey to cloud, release management activities for quarterly releases and be a part of the customer business teams to enable them achieve their key business process KPI(s).
Technology Space the manager needs to be familiar with
WORKING IN SHIFTS IS A PRE REQUISITE
- Mandatory skills in Applications. Hands on experience in implementing/supporting
- Oracle SaaS - Fusion HCM, ERP, SCM
- Oracle SaaS - CX suite of products
- Oracle SaaS - EPM Suite of products
- Oracle Analytics Cloud Services
- Oracle PaaS for SaaS
- Apps Unlimited - EBS, PSFT, JDE, Hyperion
- Below are the manager attributes required for the above technologies
**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
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