Acs Cloud Operations Implementation Manager - Bangalore - Oracle
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ACS Cloud Operations Implementation Manager
The role of the Implementation Manager is to project manage the implementation of Oracle ACS Cloud Operations services, these include but are not limited to Advanced Monitoring & Resolution (AM&R), Lifecycle Services (LCS) and Business Critical Services for Systems (BCS). Multiple contracts are implemented by the implementation manager at any time. All ACS Cloud Operations Services are comprised of a remote connectivity solution, a monitoring solution and a support solution. The ability to apply excellent organizational and communication skills to manage complex projects are requirements to be successful in this role.
Develop Project Briefs and Work Breakdown Structures(WBS); these deliverables are the basis for defining the scope of a project and preventing scope creep.
Create & maintain a Project Plan that defines the project schedule & critical path with the goal of ensuring that agreed upon deadlines are achieved and within budget.
Maintain Issue & Risk logs. Work closely with project engineers, account managers and the customer to identify issues & risks to the project schedule, budget, and deliverables and put measures in place to either mitigate or remove the risk.
Maintain a comprehensive project log that documents project requirements, project schedule as well as progress towards or delays against achieving these milestones.
Manage project communications including hosting weekly checkpoint calls with internal and customer facing stakeholders, publishing weekly written & oral status reports, generating weekly work packages, and updating all necessary Oracle project management application.
Populate relevant Oracle systems with customer data so that the delivery organization can deliver the contracted service(s) after hand-off.
Facilitate handover to delivery ensuring that all project deliverables have been completed.
Recent ITIL, PMP, PRINCE2 or other industry recognised project management methodology.
Experience & Education
5+ years IT project management or related professional experience or 10 years overall IT industry experience.
Microsoft Project: Intermediate skill level.
Degree in Business or IT discipline.
Multi-tasking, working independently and as part of a team in a fast-paced environment
Accountable for all project deliverables from Start to Close of the project.
Leadership – Ability to maintain a professional demeanour and set a positive tone for your project team when faced with stressful or unplanned circumstances.
Team Management – Ensure that each team member understands the tasks for which they are responsible and when each task is due.
Scope Management – Create & manage a project that encompasses all deliverables contained within the contract.
Schedule Management – T
ake initiative and show a sense of urgency to tenaciously complete work on time; identifying risks to the schedule & striving to mitigate the risk to avoid impact to the schedule.
Escalation Management –
Correctly identify the point(s) at which an escalation is required in order to achieve timely resolution of issues, mitigate delays to the project schedule and avoid excessive consumption of project hours.
Budget Management – Track charges against implementation budget and notify the account manager when the budget is at risk.
Team Player - Must be able to work independently while following outlined implementation methodology, collaborating with peers and accepting direction when needed.
Customer relationship – this is a customer facing position and having a good relationship with each customer based on trust and respect will facilitate the completion of all project deliverables, conflict resolution and the timely resolution of project issues.
Ability to understand technical concepts, be familiar with technical terms related to web and server/client & cloud architecture & facilitate technical discussions.
Understanding the need to work flexible hours at times to attain project milestones.
Flexibility to travel when needed
Possesses strong product/technology/industry knowledge
Ability to work effectively with senior management
Detailed Description and Job Requirements
The Service Delivery Manager is responsible for maintaining and managing the ACS contract relationship with the customer. The SDM helps the customer leverage their ACS services coupled with their Premier Support contract to maximize the value from their Oracle investment and achieve desired business outcomes. Ensures that customers and decision makers are influenced and promptly resolves key issues and problems.
The SDM's responsibilities falls into five major areas: ACCOUNT MANAGEMENT, COORDINATION OF CONTRACT DELIVERABLES, CUSTOMER ADVOCACY, ESTABLISH SERVICE VALUE PROPOSITION, and assist with BUSINESS DEVELOPMENT. The specific details of their responsibilities and task will vary with the type of contract or contracts being covered. ACCOUNT MANAGEMENT: Works proactively with the customer to understand key customer projects, pertinent goals, and customer KPIs. Develops an account plan and strategy for leveraging the acquired ACS services to achieve the desired value-based objectives. Perform ongoing account oversight and conduct periodic Account Reviews. COORDINATION OF CONTRACT DELIVERABLES: Develop a Service Delivery Plan that maps key account objectives to specific contract deliverables identified with the ACS contracts. Manage the Delivery Plan, coordinate resource assignments, and manage Projects to drive the desired results and deliver high-value to the customer. Properly manage project efforts to prevent scope-creep and ensure optimal profit margin. CUSTOMER ADVOCACY: Serves as the customer advocate within Oracle focusing on Support LOB issues, but also providing assistance across all lines of business. Customer advocacy needs the SDM both clearly articulating the customers position, but also manage the customer's expectations (and represent the interests of Oracle). ESTABLISH SERVICE VALUE PROPOSITION: The SDM works collaboratively with the customer and other members of the account team to understand the Key Business Specifications, the appropriate KPIs, and the associated Payback Avenues to drive ROI for the customer. BUSINESS DEVELOPMENT: Recognizes and solicits business opportunities within customer accounts and develops to the point where the sales organization can engage in deal pursuit.
Demonstrates in-depth understanding of customers' industries and core business processes, and their technical and business needs. Builds significant long-term relationships with key customer contacts. Significant background in Professional Services, Account Management, Project Management, Enterprise IT Management, Customer Support, Enterprise software deployments, and substantial Business Acumen. PMP and standard ITIL Certification is desirable. Strong interpersonal skills, Extensive customer "face-to-face" experience at middle or executive levels, Strong relationship building skills, Solid industry experience/knowledge Conflict management skills, time management and self management ability, Strong management skills, Expertise in large (multi-site or international project management, Business acumen, Strong team orientation. Substantial experience in IT/Account Management.