Senior Manager, CSS Service Management Team

2 weeks ago

Bucharest, Bucureşti, Romania Oracle Full time €60,000 - €80,000 per year
Job Description:
  • 8+ years relevant experience in an IT services delivery role
  • Thorough grasp of industry standards for IT management such as ITIL
  • Previous coordination and management of Service Desk type of activity
  • Excellent understanding of Oracle ecosystem
  • Demonstrated ability leading people
  • Experience with Support teams managing large, strategic customers
  • Proven efforts collaborating with other Lunes of Business to improve efficiency and effectiveness
  • Excellent coaching skills, with experience mentoring early-career professionals as a plus.
  • Strong negotiation, interpersonal, written, oral communication and presentation skills required.
  • Strong problem solving and decision making skills;
  • Excellent organization and prioritization skills;
  • Strong analytical skills and process improvement orientation
  • Strong ability to convey messages in a clear, timely, and focused manner for both verbal and written communications;
  • Ability to provide timely, meaningful, fact-based, and constructive feedback to others;
  • Ability to create a team environment that sustains a highly motivated group working to achieve common objectives;
  • Ability to act as a role model to others: sets an example of integrity, ethical behaviour and professionalism.
  • Bachelor's degree in information technology, management or a related area is preferred
Responsibilities:
  • Provide strong leadership that guides the team to think both tactically and strategically in the delivery of service management and Service Desk activities
  • Foster an environment of ownership, inclusion, teamwork and cooperation
  • Deliver results against a defined set of objectives that includes tactical metrics, continuous improvement, and cross functional collaboration
  • Translate departmental goals into performance objectives for each direct report
  • Measure and coach individual performance against plan.
  • Ensure employees' increase of CSS services knowledge with particular focus on incident management and customer excellence
  • Identify and plan for future resourcing needs.
  • Manage metrics, customer satisfaction, and reporting on statistical performance levels related to the business.
  • Direct and ensure the implementation of operational policies.
  • Interact internally and externally with executive management involving business development, services positioning, building networks and managing difficult situations
  • Regularly review the customer base and status update of all the engagements running in the team, taking decisions for corrective actions and initiative in addressing potential red flags
  • Effectively manage expectations and performance of direct reports
  • Ensure employee satisfaction, engagement, and proactive retention.
  • Define and implement service management delivery standards
  • Contribute to and lead strategic project and initiatives within Customer Success Services
Qualifications:About Us:

Oracle

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