ACS Technical Account Manager (Service Delivery Manager)
– Responsible for maintaining and managing the contractual relationship with the client and project management of ACS delivery projects.
Helps customers leverage their ACS services along with a Premier Support contract to maximize the value of their investment in Oracle and achieve desired business outcomes.
Ensure that clients and decision makers are constantly informed of project progress, problems and risks.
Basic tasks:
Project management, account management, coordinating contract deliverables, promoting clients, creating a service value proposition and assisting in business development.
Specific details of their responsibilities and tasks will vary but will be primarily in the area of project management for ACS solutions.
Project management:
Manage large-scale client projects, delivering ACS solutions for technically complex business requirements across the full Oracle package.
The Project Manager ensures successful client outcomes, profitability, and revenue for Oracle while consistently demonstrating excellence and added value for Oracle services.
Project management using industry-standard methodology such as PRINCE II or equivalent.
Account management:
Proactively works with the client to understand key client projects, relevant objectives and client KPIs.
Develops an account plan and strategy to utilize acquired ACS services to achieve desired value-based goals.
Performs continuous account supervision, conducts periodic account reviews and prepares reports.
Plans and manages full project activities, moving engagement from sales to successful delivery, managing resources, defining and driving success criteria while providing the interface to the client.
Provides high-level, critical concurrent projects covering the migration and upgrade of Oracle applications, databases, and infrastructure applications. Financial control including revenue forecasting, resource management, escalation management and customer relationship.
Contract output format:
Develop service delivery plan and project plans outlining key account objectives for specific contract deliverables.
Manage delivery plan, coordinate resource allocations and manage projects to achieve desired results and deliver high value to the client.
Properly manage project efforts to prevent scope creep and ensure optimal profit margin. Ensure timely mitigation of risks and issues.
Customer advocacy:
Acts as a customer advocate within Oracle focusing on LOB support issues, but also provides assistance in all areas of the business.
Advocating for clients needs the project manager to clearly articulate the client’s position, but also manage client expectations (with Oracle’s interests represented).
Create a service value proposition:
The Project Manager works collaboratively with the client and other members of the account team to understand key business specifications, appropriate KPIs, and associated payback methods to maximize client ROI.
Business Development:
Recognizes and requests business opportunities within customer accounts and develops to the point where the sales organization can be involved in follow-up on deals.
basic skills
More than 5 years experience managing IT projects, in B2B environments.
– Italian language skills are a must and fluency in English
Experience in delivering large-scale IT projects, preferably with experience in providing cloud solutions.
Experience in delivering projects to external clients or third parties.
Demonstrates an in-depth understanding of customer industries and core business processes, and their technical and business needs.
Evidence of projects being delivered through a proven project management methodology.
Experience in escalation management, risk management, issue management and change control.
Ability to build long-term relationships with key customer contacts and project team members
Preferred background in professional services, account management, project management, enterprise IT management, customer support, and enterprise software deployment.
PRINCE2/PMP and ITIL Standard Certification desirable.
– Strong interpersonal skills, good communication
Extensive experience of ‘face to face’ clients at middle or executive levels. Strong industry experience/knowledge.
Conflict management, time management and self-management skills.
– Strong management skills.
Commercial intelligence.
– Directing a strong team.
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