Senior Manager

Senior Manager - ACS Global Expertise Centers-22000CXL

**Applicants are required to read, write, and speak the following languages***: English, Arabic

**Preferred Qualifications**

**Senior Manager ACS Global Expertise Centers**

Oracle Advanced Customer Services provides unmatched, tailored support that ensures customers' Oracle technology investments deliver the cutting-edge innovation and performance your business requires to compete—all while coexisting within your IT environment. Whether customers are mainly on-premises, completely in the cloud, or leveraging a hybrid multicloud approach, ACS have services that can help business maximize success, minimize risk, and focus on what matters most.

This role is engineering management role, part of global engineering delivery team, We are looking for a senior manager who will lead a team of highly skilled technical experts with a focus on different areas of cloud Platform, who will be part of a strong global engineering team, the Global Expertise Centers.

**Preferred Qualifications**
- Manages Advanced Services Experts and responsible for the successful technical delivery of Advanced Customer Services contracts into designated customer accounts within one or more regions, covering one or more technologies
- Leadership and management of delivery team responsible for providing customers with the guidance and support needed throughout the full life cycle of implementation to ensure successful and most effective use of Oracle’s products. Responsibilities may be defined by named accounts, geography, product/solutions, or some combination thereof. Recruits, retains, develops, coaches, motivates, and generally manages multiple Account Management and/or Technical delivery resources to attain/exceed defined customer objectives.
- Responsible for driving a high degree of satisfaction with Oracle's products and related implementation services and ensuring referenceability for continued profitable revenue streams over the long term.
- The role is accountable for building and providing Cloud platform technical skills demanded by ACS customers globally. 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. Also be accountable as the point of contact for remote services within the designated region, to assure appropriate technical skills and resource coverage to fulfill ACS delivery commitments in the most efficient way - whether they be on-site, remote or third party
- Forms part of the Global Expertise Center management team, with shared accountability for on-site and remote technical capability throughout the designated region
- Service/product development activities/initiatives.
- Drive the technical and soft skills development of team members in line with ACS objectives, and their personal development plans, career goals
- Engages closely with the regional ACS Service Management Organization and ACS Sales to understand and provide the resources and the skills needed to deliver proper, effective and efficient ACS Services.
Works with Oracle teams across lines of business such as Premier Support, Customer Management, License Sales, Product Development Consulting and Education
- The role has responsibility to deliver services to customers all over the globe. Regular interaction with the internal account teams in NA, EMEA, LAD and APAC.
Manages 24x7 model of remote delivery.

**Reports To**: ACS Global Delivery Leader

**Location**: Cairo (with up to 20% travel time outside home country)

Below mentioned Key Credentials with proven track record is needed:

- Working globally
- Building efficient delivery/virtual capabilities and teams
- Customer Management
- Supporting Sales, Presales and Project Managers
- Engineering Service Scoping
- Customer Focus
- Leadership / Leading Change
- Managing team's performance
- Promoting Business Ethics
- Problem Solving and Innovation
- High Communication quality
- Services delivery quality
- Resource Utilization & Development
- Planning and Organizing Delivery Management
- Automation and Tooling
- Escalation Management

**Technology**:

- Oracle Cloud, multi Cloud Technology
- Oracle Database
- Applications Technology
- Oracle Engineered Systems
- Oracle Cloud Infrastructure, ExaCC, ExaCS & ADB
- Solution designs and multi-Cloud integrations
- DevOps, AI and ML

**Key Strategic Deliverables**:

- Driving Growth (enhance delivery capabilities, identify new opportunities, reduce expenses)
- Innovation (New Services, Process automation, New Tools, Product innovation, Build Competency).
- Enhance Visibility (Customer visibility, internal visibility).
- People Focus (Career development, Performance management)
- Operational Excellence (24x7 Operations, Fixed Scope services, Quality improvement)
- Achieve Revenue target
- Achieve margin % target

**Measurements**
- Achieve quantitative ob