CSS - Service Manager
Description For CSS - Service Manager
Oracle is seeking a Service Manager to join their rapidly-growing Service Management Support Center team in Customer Success Services. This role focuses on delivering service management functions and non-technical Incident Management to Oracle's top customers. The position requires a blend of technical knowledge and customer service skills, with a focus on ITIL framework understanding and service delivery processes. The ideal candidate will have 3-5+ years of experience in IT service management, strong communication skills, and the ability to work in a multicultural team environment. This role offers an opportunity to work with a global leader in cloud solutions, providing enhanced customer experience and ensuring appropriate service management levels. The position comes with comprehensive benefits including medical, life insurance, and retirement options. Note that visa/work permit sponsorship is not available for this position.
Responsibilities For CSS - Service Manager
- Provide customer-dedicated service and incident management support
- Act as an escalation point for urgent issues
- Stand as customer advocate and work with Account Managers
- Enable and expedite resolution of functionality/performance issues
- Understand customer concerns and follow-up on open incidents
- Use available tools and procedures to manage and escalate incidents
- Join conference calls with Oracle teams or customers
- Ensure traceability of results using reporting tools
- Prepare deliverables required by customers/account managers
- Ensure coordination and alignment on standards
Requirements For CSS - Service Manager
- University Degree
- English proficiency (both written and spoken)
- Customer service/support background in IT environment
- ITSM knowledge preferred
- Understanding of ITIL framework
- Experience with ITIL v3/ITIL 4
Benefits For CSS - Service Manager
- Flexible medical benefits
- Life insurance
- Retirement options
- Volunteer programs
