Oracle ACS C@C Operations Manager in Orlando, Florida
ACS C@C Operations Manager
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
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
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 Type: Regular Employee Hire