Tam Manager/director

TAM Manager/Director-2300049L

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

**Preferred Qualifications**

***:
Oracle Customer Success Services (CSS) is a Global Line of Business providing production support services, targeted guidance and personal support to help customers achieve the best results from their Oracle investment. The CSS delivery organization provides onsite and remote support and backs local teams with expertise centers to achieve a consistent and superior service quality around the globe.

CSS provides two main service pillars:

- Advanced support which can be either fixed price / fixed scope or totally custom, which spans seamlessly across on-premises, Oracle Cloud Infrastructure and SaaS.

CSS Technical Account Managers (TAMs) coordinate service delivery and act as a single point of contact for a superior customer experience.

**Purpose**

This Director level position will be a combination of Staff Management, Functional Management and Customer Sponsorship duties and will report into the CSS EMEA Regional Service Centre (RSC) organization, but with close alignment to the MEA CSS organization. The role will additionally have a strong focus on the CSS Managed Cloud Services business and customers in MEA.

**ESSENTIAL DUTIES AND RESPONSIBILITIES**:
**1. **Employee Management**:

- Recruit, manage, develop and retain employees;
- Conduct annual performance reviews;
- Foster an environment of ownership, pride, teamwork and fun;
- Adapt and implement employee satisfaction and development programs to drive employee motivation, achievement and satisfaction;
- Provide paths for increased services knowledge that keeps employees’ updated with industry changes;
- Provide mentoring and coaching to TAMs across the MEA region;
- Identify and resolve barriers to employee success;
- Champion and recognize employee efforts;
- Make sure utilization of resources is maximized to their fullest potential in order to continue to enhance CSS’ value to its customers.
- Create a team environment that sustains a highly motivated group working to achieve common objectives;

**2. **Customer Management**:

- Evaluate measurement criteria to measure Customer delivery performance, including customer satisfaction and service quality;
- Second level escalation contact for customers; Provide Management Sponsorship and escalation management for assigned regional customers to ensure accelerated resolution;
- Provide proactive identification of customers requiring increased focus and determine who supports them;
- Partner with Cloud IT Organization, Functional Services (OFS), Product Support, Development organization, Account Executives, MEA delivery leadership and customers to expedite issues and resolve customer escalations;
- Direct and manage the delivery of the Managed Cloud business in MEA region. Provide the needed guidance, mentoring and support for MEA service delivery / sales community including TAMs, sales, presales and cluster-delivery and sales leaders;
- Raise escalation issues as necessary to the regional management;

**3.** **Operational Management**:

- Evaluate measurement criteria to measure organizational performance, including: operating efficiency, service quality, and employee satisfaction;
- Implement programs and processes to address issues with measurement criteria;
- Develop and maintain strong working relationships within the CSS organization, the MEA leadership team and with other Oracle xLoB organizations;
- Partner with other Business Managers to identify potential process improvements;
- Schedule regular communication with team;
**4.** **Business Planning**:

- Setting business objectives and goals for team on an annual basis;
- Work with other CSS organizations as needed on new product and service introductions, to ensure team readiness;
- Plan and identify additional headcount requirements.

**EDUCATION & EXPERIENCE**:

- University degree with a strong emphasis on business, technology services and leadership skills;
- 10 years relevant experience in an IT services delivery or sales role in the Middle East, with at least 3 years in people management;
- Hands-on experience of technology solutions in a global service environment;
- Experience leading teams across global matrix organisations;
- Experienced at working with senior management; can take high level objectives and translate these to innovative and professional software solutions;
- Thorough grasp of industry standards for IT management for ITIL or CMM, technologies such Grid and Utility computing and enterprise software systems such as Oracle E-business suite, Peoplesoft or Siebel CRM;
- Excels in mentoring and empowering team members.

**Detailed Description and Job Requirements**

This position will be responsible for managing a Line of Business responsible for providing customers with the guidance and support needed throughout the full life cycle of implementation to ensure suc