Senior Manager, CSS Service Management Team - Bucharest

Senior Manager, CSS Service Management Team
Bucureşti
Bucharest, Bucharest, Romania

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
- 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,
- 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:

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

Career Level - M3

Informații detaliate despre oferta de muncă

Firma:	Oracle
Localiția:	Bucureşti Bucharest, Bucharest, Romania
Adăugat:	24. 6. 2025 Postul de muncă activ

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Senior Manager, CSS Service Management Team Bucharest

Senior Manager, CSS Service Management Team
Bucureşti
Bucharest, Bucharest, Romania

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Senior Manager, CSS Service Management Team Bucharest

Senior Manager, CSS Service Management TeamBucureştiBucharest, Bucharest, Romania

Locuri de muncă Bucureşti - locuri de muncă interesante în împrejurimi:

Bucureşti: Alte locuri de muncă în orașul tău

Senior Manager, CSS Service Management Team
Bucureşti
Bucharest, Bucharest, Romania