Senior Manager, CSS Service Management Team

A great opportunity to join one of the fastest growing organizations in Oracle Customer Success Services (CSS). Service Management Support Center (SMSC) delivers expert Incident Management (Service Request Management), Escalation Management, Service Desk and customer service support to Oracle CSS top customers.

What we would like to see :

• 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

Career Level - M3

What the SMSC Manager will do :

Career Level - M3