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Client Operations Manager

1 month ago

Dubai, United Arab Emirates Oracle Full time

Client Operations Manager - Dedicated Region Cloud at Customer (DRCC)-23000552

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

**Preferred Qualifications**

**Client Operations Manager - Dedicated Region Cloud at Customer (DRCC)**
DCO have an opportunity for a Client Operations Manager who will be responsible for a wide variety of engagements, supporting our Dedicated Region Cloud at Customer (DRCC) deployments. This is an exciting new role required to meet the high growth forecasts for this highly strategic product. You will have the autonomy to be creative and to ensure we are able to deliver a consistent, world class service to Oracles’ DRCC customers.
If you are ready to drive great customer outcomes and accelerate the growth of our business efficiently, come and join the Data Centre Operations organisation. You should be highly motivated, self-driven and have a great combination of service management, technical and support skills, whilst being focused on continual improvement. You should enjoy working in a fast-paced, global team with variety of seniority levels, to support our objective of enhancing the capabilities and effectiveness of our key functions and projects.

**Roles and Responsibilities**
- From a Data Centre Site Operations perspective, manage a select customer or group of customers, spanning across the globe.
- Collaborate with cross functional teams, representing and managing Data Centre Operations to ensure key issues are being addressed through to resolution effectively, for a select group of enterprise customers.
- Create reporting based on KPI’s and share with leadership for key customers.
- Ensure all compliance reporting requirements are met successfully for DRCC customers.
- Monitor metrics and drive continuous improvement efforts across DRCC to achieve KPIs and objectives.
- Provide swift response to operational issues and own through to resolution where required, by working in a matrixed style to achieve resolutions which surpass customer expectations.
- Innovate and implement strategic improvements to minimise costs and reduce risks/downtime for DRCC customers.
- Provide support and direction for New Region Build and expansion activities (both onsite and remote) whilst delivering world-class standards.
- Implement/Contribute towards Global Automation Solutions for DRCC Operational run activities.
- Triage Operational issues and take appropriate actions to support engineering teams through to resolution.
- Communicate with senior leadership to advise, influence and determine strategic business needs.
- Ensure best in class Oracle standards are followed by staff, vendors and contractors.
- Ensure Global Data Centre teams manage incidents, problems and changes to the service efficiently and effectively following established, documented processes.
- Engages globally with internal and external groups at all levels to address support issues affecting Data Centre Operations.
- Setting expectations and monitoring across Data Centre Operations globally, quality assure process execution and proactively address concerns with remote team leads.
- Work on operational standardization of steady state DRCC customers globally.
- Highly service-oriented, customer facing, reliable, responsible, self-motivated, and enthusiastic.
- Excellent communication skills and ability to interact professionally with a diverse group of customers and staff.
- Able to work productively in cross-functional teams or resourcefully and independently as an individual.
- Demonstrated examples of process improvement execution leading to high customer satisfaction
- Track record of delivering continual improvement in a Data Centre Operations environment.
- Experienced in overseeing operational Data Centre projects and activities to ensure they are delivered to meet requirements.
- Displays leadership qualities, mentoring, together with excellent verbal and written communication abilities. Ability to use critical thinking when making decisions in day to day operations.
- Experience in and ability to communicate to executive levels.
- Outstanding organizational skills, ability to prioritize effectively, and has experience with technical project management.
- Experienced with Lean Methodologies (Six Sigma for example)
- Multilingual is a plus but not essential.

**Basic Qualifications /Experience**
- Strong background with IT Service Management disciplines (Problem Management, Change Management, Incident Management, Knowledge Management)
- Proven Experience in Data Centre Operations/Technical Support/Engineering
- Knowledge of Data Centre Infrastructure (Power, Cooling, UPS, Structured Cabling, Connectivity etc)
- Strong knowledge of OCI and Cloud Computing Concepts.
- Experienced in supporting large Enterprise customers in mission critical IT/Data Centre Operations environment (Server, Storage, Network and Applications equating to service uptime)
- Demonstrated example