Delivery Leader, Css Service Management, Customer

2 weeks ago

Dubai, United Arab Emirates Oracle Full time

Delivery Leader, CSS Service Management, Customer Success Services - MEA region -230001IB

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

**Preferred Qualifications**

**Scope**:

- Owns and manages the P&L for the Customer Success Services for Middle east and Africa.
- Leads and manages the CSS MEA TAM organisation responsible for the successful delivery of Customer Success Services contracts into designated customer accounts.
- Collaborates closely with the CSS MEA sales teams to assist the renewal, expansion and new business activities.
- Develops and maintains ‘C’ level relationships with key CSS customers
- Supports the management/development of the careers and aspirations of team members - Managers and individual contributors
- Collaborates with Oracle teams across lines of business such as Tech and Apps Cloud Sales, Systems Sales, Premier Support, Customer Success and Consulting
- Collaborates closely with peers in other EMEA regions and the global CSS Engineering and Cloud Operations teams to ensure the effective and efficient delivery of services to CSS customers
- Collaborates with partner organisations and other third parties as required
- Maintains an innovation agenda by supporting CSS global functions, such as Product Management, Go to Market, Service Engineering and Business Operations
- Drives and supports improvement service management initiatives for CSS in MEA and EMEA in areas including customer satisfaction, delivery quality and tools/systems.

**Responsibilities**:

- Deliver CSS contracts (MEA Customers) successfully, focused on Customer Success
- Manage the business to ensure Revenue (forecasting and recognition), Margin, Expenses, Utilization and high / low cost delivery mix is delivered against agreed targets and can identify and explain any anomalies
- Performance Management of individual team members (managers and individual contributors), setting of realistic, measurable goals and agreed personal development plans
- Understand the Oracle strategy and be able to align the CSS strategy to this and provide thought leadership and direction to the business, customers and team members
- Evangelize the value of Customer Success Services to Oracle’s customers/partners and other lines of the Oracle business
- Contribute to and support sales and pre-sales teams in the pursuit of new, expansion opportunities
- Oversee the adoption of the Service Value Reviews to ensure customers understand and receive value from services delivered in order they see reasons to renew contracts. Identify and implement risk mitigation actions when concerns are raised by customers, CSS sales or other Oracle stakeholders
- Contribute to the development of MEA business strategy and understand and align the Delivery organisation to this strategy
- Act as a management point for escalation for CSS customers and senior XLOB leaders
- Develop and maintain relationships with senior management teams across lines of business within Oracle MEA and EMEA
- Oversee the development of the CSS Delivery practices to ensure effective and efficient service delivery of signed contracts and a high level of customer satisfaction
- Contribute at a global level to the development of services/product management, activities/initiatives and tools/processes improvement programs

**Accountabilities**:

- Manage the P&Ls and take appropriate action to ensure budgets/KPIs are met
- Monitor the contract base(s) to ensure revenue is being maximised, revenue yields are in line with expectations and the evolution is positive (ie growing), taking action when appropriate.
- Monitor Service Delivery effort and report against agreed budget(s) ensuring margin and utilization targets are achieved.
- Ensure all service-related systems and documentation required, either contractually or as part of a programme, are up to date and accurate
- Provide timely management reports as requested by Senior CSS Management
- Work in line with customer working practices and procedures, if contractually agreed
- Operate in accordance with Oracle’s policies, business processes and procedures.

**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.

As a Senior Director, this position is accountable for meeting the strategic, operational performance, quality and budgetary objectives set for the entire business unit, while assuring the highest level of customer satisfaction. He/she will work closely with senior managers and other directors to ensure proper utilization, budgetary and performance goals are met, while being accountable

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