Director, CSS Global SaaS & Apps Delivery, India
Oracle
- Mumbai, Maharashtra
- Permanent
- Full-time
- Accountable for customer success outcomes and satisfaction through direction of technical delivery resources.
- Engage customers by being accountable for identified designated region, to assure appropriate technical skills and resource coverage to fulfil CSS delivery commitments in the most efficient way - whether they be on-site, remote or third party
- Lead service development/improvement activities/initiative
- Drive skills development of team members in line with CSS objectives, and their personal development plans, career goals (Individual contributors)
- Engage closely with the regional CSS TAM Organization and CSS Sales to understand and provide the resources and the skills needed to deliver proper, effective and efficient CSS Services
- Collaborate closely with Regional CSS management team, with shared accountability for technical capability throughout JAPAC
- Develop strong relationships with Oracle XLOB, partner organizations and other third parties as required to extend, in a flexible way, CSS delivery capacity
- Be responsible for the successful technical delivery of CSS contracts into designated customer accounts within identified country/region, covering Apps/SaaS Pillars
- Act as a senior management point for partner concern of customer issues
- Regular interaction with sales, delivery account teams to ensure appropriate and sufficient communications, status, risk, governance
- Assist in developing business models in a variety of situations that impact customers and Oracle positively
- Ensure Team Utilisation and Delivery cost are aligned with agreed targets and anomalies are identified and act upon
- Evangelize the value of Customer Success Services to the customer base and other lines of the Oracle business
- Understands Oracles and CSS product/solutions portfolio and knows how to win relative to competition.
- Provide leadership and direction to the team with coaching and mentoring capabilities
- Appraisal of directs and setting of realistic measurable objectives and agreed personal development plans
- Act to validate and improve the quality of CSS processes and services as agreed by CSS leadership
- Active participation with the relevant regional and global collaboration programs to oversee the sharing of standard methodologies, technical knowledge and experience among the GDSA community
- Ensure the team contributes to the wider development of services/product development activities/initiatives to contribute to customer success and business generation
- Minimum 15 years IT organization background. Demonstrable experience of working within a strategic resourcing and delivery environment
- Minimum of 10 years in managing a team size of at least 30 plus
- Have experience in bringing to bear onshore and offshore teams
- Oracle Apps UL eBusiness Suite in mandated
- Oracle Apps UL (PSFT), Siebel, Database, SaaS and CX knowledge and experience on premises and on Cloud is a plus
- Strong English level
- Which includes being a United States Affirmative Action Employer