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TAM Manager/Director

Preferred Qualifications

POSITION SUMMARY:

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:

• Managed Services (MCS) to manage customers‘ Oracle systems or software on-premises or on Oracle Cloud Infrastructure (OCI).MCS delivers enterprise-grade, end-to-end managed cloud services across a broad portfolio of business applications, middleware, database, and hardware technologies.

• 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;

• Secondlevel 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 successful and most effective use of Oracle’s products. In addition, this position will be a leader in ensuring overall customer satisfaction with Oracle’s products and related implementation services.

This position is part of the Support Advanced Customer Services organization. This leadership position has direct revenue and margins responsibility, within an identified geography. The role is a manager of other managers, covering the full lifecycle of a TAM delivery team’s capabilities and skillsets, and is responsible for continuous delivery practice development. The job role is also responsible for ensuring successful implementation of Oracle Applications at customer sites from initial pilot to full customer production rollout, ongoing support for customers in production, and overseeing the ACS delivery organization within that specified geography. He/she will ensure high levels of customer satisfaction by making certain that quality and productivity guidelines are established and strived for by each team, driving quality/productivity improvement efforts, understanding and conveying strategies of the Oracle Support Services organization, and positioning the organization within support and Oracle.

Assists in the development of short, medium, and long term plans to achieve strategic objectives. Regularly interacts across functional areas with senior management or executives to ensure unit objectives are met Demonstrated success at Oracle for at least. 3 years and as a TAM Manager for at least 2 years (or have prior experience in managing large delivery teams and with P&L responsibility for at least 3 years). Recommended more than 12 years of professional Information Systems implementation experience in the package application space. Project Management (PMP) certification or extensive Project Management experience across global and diverse organizations.

As part of Oracle's employment process candidates will be required to successfully complete a pre-employment screening process. This will involve identity and employment verification, professional references, education verification and professional qualifications and memberships (if applicable).

Job: Support

Location: EG-EG,Egypt-Cairo

Job Type: Regular Employee Hire

Organization: Oracle