ACS Technical Delivery Manager
NetSuite Inc.
Mexico, MX
hace 4 días

Job Description - ACS Technical Delivery Manager (19000SGX) Preferred Qualifications

This position will be 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.

This position will provide customers with regular assessments on the domains of strategy, process, governance, people and technology accompanied by recommendations for improvement in each area.

The TAM will act as the primary liaison between Oracle, the customer, and the system integrator with respect to the implementation.

He / she will serve as Oracle's support / services lead to the customer and provide business process, application functionality, technology, and implementation expertise by delivering a combination of business specifications analysis, technical consulting and project management skills.

The TAM is responsible for escalating issues across multiple business units within Oracle (e.g. Technical Support, Expert Services, Sales, Consulting, Product Development, etc.

and marshalling resources as necessary to resolve problems. Provide leadership and expertise in the development of new products / services / processes, frequently operating at the leading edge of technology.

Demonstrated success in IT with 3 years and as a Technical Account Manager or similar for at least 2 years, including involvement in at least 5 successful customer deployments.

Recommended 3-7 years of professional Information Systems implementation experience. Demonstrated experience in package systems implementation (CRM, ERP, Consulting experiences).

Understanding of various technical architectures and operating systems including web-based applications, networks, RDBMS (Oracle, DB2, MS SQL Server), etc.

Project Management (PMP) certification or extensive Project Management experience across global and diverse organizations.

Industry experience is desired.

From Oracle to culinary school and back again. Bonnie Carlson Kaypaghian uses the skills she learned to create recipes for her daughter’s Type 1 Diabetes and has written a cookbook to share with the world. #LifeatOracle

Jill Hulme, Director of Strategic Initiatives Marketing, overcame the impossible and transformed into a triathlete. She applies her fearlessness and determination to #LifeatOracle

In this position, the Technical Account Manager will be responsible for establishing and maintaining a delivery governance model with the Customer at the operational, management and executive levels, as applicable.

As the Customer’s primary point of contact for the delivery of the Oracle services contract, Technical Account Managers maintain relationships with Customer stakeholders, understanding and aligning their objectives and perceptions with the contract scope.

In addition, they operate as the Oracle representative to the customer, aiding and facilitating customer communications and activities across other Oracle lines of business such as Global Customer Support, Consulting and Sales.

Previous experience jobs at Sky México, Grupo Televisa, IZZI, Cablevisión, Dish should be documented (areas, departments, projects).

Further screening could be needed.

  • Service Planning maintain a Service Delivery Plan or Project Plan that describes the resources, activities and deliverables required to meet the objectives of the engagement.
  • The plan should be created in close collaboration with the Customer and should be continuously maintained and formally reviewed with the Customer at regular checkpoints.

  • Technology Change Management plan and implement changes to Customer environments intended to improve performance, security, availability, stability or manageability according to Customer requirements.
  • Internal and External Resource Management - work with the resource managers in a timely manner to schedule the appropriate resources in accordance with the contract in order to achieve customer / contract needs and monitor the quality of deliverables and resources.
  • In addition, coordinate and work with customer designated third-parties such as implementation partners, data center operators, and telecommunication companies.

  • Contractual and Financial Control - maintain a focus on the contract scope and financials to ensure they meet the financial objectives that were approved.
  • Monitor delivery to the specifics of the contract, documenting any scope changes, to ensure all obligations are met and to highlight any challenges or issues on a timely basis and to the appropriate party / parties.

    Where applicable, these measures will include contract P&L, margin targets and forecasting.

  • Service Governance - maintain relationships with the relevant senior stakeholders in the Customer organization to ensure alignment to their needs and expectations.
  • The Service Manager will hold regular Service (Value) Reviews to review the service delivery and assess the Customer’s perceptions of quality of service and satisfaction with the engagement relevant to measures provided by the ACS service such as an SLA (Service Level Agreement).

    Based on the contract terms, they should also identify and agree with the customer on measures to track the success of the engagement and report against these measures at the customer review meeting.

  • Problem and Incident Management - work with and support customers in the resolution of their Service Requests so as to prevent problems and resulting incidents from occurring and hence ensure that customers receive maximum benefit from their Oracle investments.
  • Detailed Description and Job Requirements This position will be 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.

    This position will provide customers with regular assessments on the domains of strategy, process, governance, people and technology accompanied by recommendations for improvement in each area.

    The ATAM will act as the primary liaison between Oracle, the customer, and the system integrator with respect to the implementation.

    He / she will serve as Oracle's support / services lead to the customer and provide business process, application functionality, technology, and implementation expertise by delivering a combination of business specifications analysis, technical consulting and project management skills.

    The TAM is responsible for escalating issues across multiple business units within Oracle (e.g. Technical Support, Expert Services, Sales, Consulting, Product Development, etc.

    and marshalling resources as necessary to resolve problems. Job duties are varied and complex utilizing independent judgment.

    May have project lead role. 7 - 10 years of professional Information Systems implementation experience. Demonstrated experience in package systems implementation (CRM, ERP, Consulting experiences).

    Understanding of various technical architectures and operating systems including web-based applications, networks, RDBMS (Oracle, DB2, MS SQL Server), etc.

    Project Management (PMP) certification or extensive Project Management experience across global and diverse organizations.

    Industry experience is desired.

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