Snr Manager, Cloud Support in London

Job description

Job Description In this role you will lead an enterprise support division delivering high touch, specialised, premium support for OCI's biggest customers and be ultimately accountable for their satisfaction with OCI. One major indicator of success in this role will be upholding 100% SLO compliance encompassing response time, time to resolve, escalation and customer satisfaction, amongst other things. Required experience: 10+ years experience successfully leading and managing customer facing enterprise support teams. Strong leadership and people management skills, with the ability to motivate and inspire a team to achieve high performance and exceed customer expectations. Strong organizational and time management skills, with the ability to prioritize and manage multiple tasks and responsibilities in a fast-paced environment. Ability to remain calm and professional in high-pressure situations, demonstrating resilience and adaptability. Excellent analytical and data-driven decision-making skills, with the ability to use customer insights to drive continuous improvement.

Responsibilities Responsibilities: As a Director you will be accountable for meeting the strategic, operational performance, quality and budgetary objectives set for the entire business unit, while assuring the highest level of customer satisfaction. You will work closely with managers to ensure proper utilization and performance goals are met, while being accountable for overall organization success. Be ultimately accountable for upholding Service Level Objective (SLO) compliance for KPIs covering response time, time to resolve/mitigate, escalation, backlog reduction and customer satisfaction. Implement corrective actions as required. Provide formal line management of a global team. Foster a positive and collaborative work environment, promoting teamwork, professional development, and employee engagement within the customer service team. Develop and implement strategies, policies, procedures, standards to enhance the overall customer experience, drive customer satisfaction and loyalty and ensure consistent and high quality service delivery. Stay informed about industry trends, best practices, and emerging technologies related to customer service, and proactively recommend innovative solutions to enhance customer service operations.

About Us As a world leader in cloud solutions, Oracle uses tomorrow's technology to tackle today's problems. True innovation starts with diverse perspectives and various abilities and backgrounds. When everyone's voice is heard, we're inspired to go beyond what's been done before. It's why we're committed to expanding our inclusive workforce that promotes diverse insights and perspectives. We've partnered with industry-leaders in almost every sector-and continue to thrive after 40+ years of change by operating with integrity. Oracle careers open the door to global opportunities where work-life balance flourishes. We offer a highly competitive suite of employee benefits designed on the principles of parity and consistency. We put our people first with flexible medical, life insurance and retirement options. We also encourage employees to give back to their communities through our volunteer programs. We're committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by calling +1 888 404 2494, option one. Disclaimer: Oracle is an Equal Employment Opportunity Employer*. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans' status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law. * Which includes being a United States Affirmative Action Employer JBRP1_UKTJ

Extra information

Status

Closed

Education Level

Secondary School

Location

London

Type of Contract

Full-time jobs

Profession type

Management

Full UK/EU driving license preferred

No

Car Preferred

No

Must be eligible to work in the EU

No

Cover Letter Required

No

Languages

English