Oracle ACS C@C Operations Manager in Orlando, Florida

ACS C@C Operations Manager

Preferred Qualifications

The ACS C@C Operations


Performs non-technical project completion using an

internal customer perspective, typically from initiation through delivery.

Develops project plans and coordinates cross-functional teams through meetings and

progress measurement activity which bring distinct, specific projects to

completion both on time and within budget.

Work is non-routine and very complex, involving the application of advanced

technical/business skills in area of specialization. Leading contributor

individually and as a team member, providing direction and mentoring to others.

Reports directly to the Senior Director.

Responsible for the Business and Operational Support for the ACS C@C

business including annual business planning, managing daily operations, driving

projects/programs execution for delivery KPI improvements, reporting of

delivery KPIs.

This role is responsible for

  • Performing dataanalysis on the daily operations results to identify gaps against the DeliveryKPI goals in order to develop improvement programs

  • Managing specificassigned projects/programs end-to-end

  • Reporting theprogress status and

  • Deliveringthe required improvement results within schedule

  • Act as business owner and project manager for all aspects oftargeting and call plan effectiveness.

  • Partner withteam to align business and targeting strategies

  • Partner withcross functional teams to manage and modify processes in support of objectives

  • Act asoverall project coordinator to ensure milestones are met to support ACSleadership requirements.

  • Work in conjunction with Sr. Director and others to assist inproject tracking tracking and analyses; maintain high levels of quality, accuracy,and process consistency.

  • Collaborate withcross-functional teams to drive business decisions and execute strategy

  • Analyzelarge sets of data for go-to-market strategies and international expansion

  • Create KPIs and metrics to optimize and grow the company

  • create and support reports for top and middle management

  • interact with other department to optimize tools &processes

    • track deliveryefficiencyThe following skills are essential for theOperations Manager (OpsMgr) role:Background in partnering with technical teams to deliver results
  • Proficientproject management, leadership, team building, meeting management, problem

  • Resolution,risk management and decision-making skills

  • Ability toeffectively address and resolve ambiguity

  • Self-startercapable of learning "on-the-fly"

  • Strongcommunication, oral and written skills

  • Strong interpersonal and matrix management skills

  • Excellentorganizational, scheduling, and record keeping skills

  • Strong leadership, communication, and interpersonal skills

  • Excellent MS Office Suite skills

  • Excellent Oracle SQL skills

  • APEX,HTML,JavaScript,Perl,Python

  • Very organized and capable of multi-tasking

  • Experience in processes, policies development andimplementation

Detailed Description and Job Requirements

The Service Delivery Manager is responsible for maintaining and managing the ACS contract relationship with the customer. The SDM helps the customer leverage their ACS services coupled with their Premier Support contract to maximize the value from their Oracle investment and achieve desired business outcomes. Ensures that customers and decision makers are influenced and promptly resolves key issues and problems.

The SDM's responsibilities falls into five major areas: ACCOUNT MANAGEMENT, COORDINATION OF CONTRACT DELIVERABLES, CUSTOMER ADVOCACY, ESTABLISH SERVICE VALUE PROPOSITION, and assist with BUSINESS DEVELOPMENT. The specific details of their responsibilities and task will vary with the type of contract or contracts being covered. ACCOUNT MANAGEMENT: Works proactively with the customer to understand key customer projects, pertinent goals, and customer KPIs. Develops an account plan and strategy for leveraging the acquired ACS services to achieve the desired value-based objectives. Perform ongoing account oversight and conduct periodic Account Reviews. COORDINATION OF CONTRACT DELIVERABLES: Develop a Service Delivery Plan that maps key account objectives to specific contract deliverables identified with the ACS contracts. Manage the Delivery Plan, coordinate resource assignments, and manage Projects to drive the desired results and deliver high-value to the customer. Properly manage project efforts to prevent scope-creep and ensure optimal profit margin. CUSTOMER ADVOCACY: Serves as the customer advocate within Oracle focusing on Support LOB issues, but also providing assistance across all lines of business. Customer advocacy needs the SDM both clearly articulating the customers position, but also manage the customer's expectations (and represent the interests of Oracle). ESTABLISH SERVICE VALUE PROPOSITION: The SDM works collaboratively with the customer and other members of the account team to understand the Key Business Specifications, the appropriate KPIs, and the associated Payback Avenues to drive ROI for the customer. BUSINESS DEVELOPMENT: Recognizes and solicits business opportunities within customer accounts and develops to the point where the sales organization can engage in deal pursuit.

Works collaboratively with Sales, the CSM (where applicable) and the customers to determine their needs and identify appropriate solutions. The SDM has a good working knowledge of the tools, methods and techniques used to conduct periodic Account Planning and Account Reviews. Strong knowledge of Professional Services, Account Management, Project Management, Enterprise IT Management, Customer Support, Enterprise software deployments. PMP and basic ITIL Certification is desirable as well demonstrated competency in interpersonal skills, business acumen, relationship building, conflict management, time management and team building. Extensive customer face-to-face experience at middle or executive levels, solid industry experience/knowledge, and demonstrated expertise in large (multi-site or international) IT projects.

Oracle is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans status or any other characteristic protected by law.

Job: Support

Location: US-FL,Florida-Orlando

Job Type: Regular Employee Hire

Organization: Oracle