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Technical Delivery Lead
2 months ago
This role is a critical part of our team, responsible for providing technical leadership and advice to other delivery teams to maximize customer satisfaction, ensure quality, and maintain control of the services delivered in close collaboration with the ACS Technical Account Manager (TAM) to customers.
The Technical Delivery Lead is responsible for managing the technical resolution of critical incidents when the customer's business function is down. As the technical leader, this role works closely and directly with customer representatives, TAM, and different AM&R tiers to ensure that the services described in the AM&R contract are delivered efficiently and with the highest standards of quality.
This role is mainly focused on technical proactive support, which is a key differentiator in the AM&R support model. The Technical Delivery Lead tracks the AM&R service delivery very closely and continuously in order to quickly detect and address any possible gaps.
Key Responsibilities:- At least 10 years of experience in a senior technical role within an IT support organization
- Expert-level expertise in Oracle software products
- Expert-level expertise in one or more Oracle engineered systems products is desirable
- Expert-level in Cloud-based services
- Strong background and work experience in an IT support discipline
- Excellent written, verbal, and presentation communication skills in English
- Proven ability to work with English-speaking customers
- Excellent computer skills (spreadsheet, documents, presentations)
- Proven ability to work with Fortune 100 customers in pressured or escalation situations
- Excellent interpersonal skills and a collaborative working style
- Ability to challenge and debate issues of importance to the organization
- Persuasive with details and facts
- Delegate responsibilities effectively
- Experience in working internationally
- Continuous approach to self-improvement
- Degree in a relevant discipline or equivalent experience
- Maintain and develop own technical skills
- Maintain high levels of customer satisfaction
- Be aligned with both customer and TAM to ensure a service delivery within the contractual scope
- Keep a high level of service delivery quality (control, predictability, and consistency)
- Maintain the operational stability of customer environments
- Ensure service delivery efficiency by pushing standardized processes and tools
- Communicate new growth opportunities to management
- Overall customer support and satisfaction
- Internal Customer Subject Matter Expert
- Technical Service Subject Matter Expert
- Lead technical resource for:
- Critical Incidents
- Problem Management
- Proactive Support
- Change Management
