CSS Service Manager

Oracle Customer Success is seeking a dedicated and experienced Service Manager to join our dynamic team. This role is pivotal in ensuring our clients receive an exceptional service experience by acting as a key interface between customers and our internal technical delivery teams. The Service Manager will focus on robust incident and escalation management, customer advocacy, and upholding best practices in IT Service Management (ITSM), contributing directly to customer satisfaction, retention, and the overall success of our service delivery commitments.

This is an excellent opportunity to become a vital part of Oracle Customer Success Services organization. You will play a key role in shaping the service experience for our valued clients, working alongside talented professionals in a supportive and dynamic environment focused on excellence and growth.

Location:

Zapopan, Jalisco (on-site) or

Santiago, Chile (on-site)

Languages:

Fluency in English and Portuguese.

Career Level - IC3

Key Responsibilities:

1. Service Management:
   • Act as a central point of service contact in support of assigned customers.
   • Deliver unified service management standards across engagements.
   • Facilitate increased customer value and serve as a bridge between customer stakeholders and internal Oracle delivery functions (e.g., Support, Development, Cloud Operations, Engineering, Service Desk, Customer Success Services).
2. Incident & Service Request Management:
   • Proactively and reactively manage the flow of customer service requests/incidents, ensuring timely progression and resolution.
   • Utilize established tools, processes, and best practices to effectively manage, track, and escalate incidents.
   • Engage appropriate internal technical resolver groups to expedite issue resolution, ensuring clear ownership and action plans.
3. Escalation Management:
   • Serve as the primary service escalation point for customers.
   • Triage escalation validity, assess business impact, and drive resolution, collaborating with specialized Escalation Managers when necessary.
   • Coordinate and manage communications during major incidents.
4. Service Management Standards & Improvements:
   • Champion and enforce adherence to IT Service Management (ITSM) standards and best practices, particularly within the ITIL framework.
   • Contribute to customer education on effectively engaging with our support services and navigating relevant policies for optimal outcomes.
   • Ensure meticulous tracking and reporting of service performance, demonstrating progress and KPI achievement for service delivery reviews.
   • Prepare and deliver service reports and deliverables.
5. Team Collaboration:
   • Ensure effective coordination, knowledge sharing, and alignment of Service Management standards.
6. Customer Success:
   • Provide service management focused support for the assigned Technical Account Manager.
   • Partner closely with Account Managers, Client Success Managers, and Technical Account Managers to ensure a cohesive and supportive customer experience.
   • Develop a deep understanding of the customer's business context, service requirements, priorities, and concerns.
   • Participate in regular service review meetings with customers to discuss priorities, status updates.

Required Qualifications & Experience:

1. University Degree or equivalent practical experience.
2. Proven experience (e.g., 3-5+ years) in a customer-facing service delivery, customer support, or technical support role within an IT environment.
3. Demonstrable experience in Incident Management and Escalation Management.
4. Solid understanding of IT Service Management (ITSM) principles and frameworks (ITIL Foundation certification or higher is strongly preferred).
5. Exceptional proficiency in English and Brazilian Portuguese (both written and verbal communication).

Preferred Qualifications:

1. Oracle Applications, Database or WebLogic experience.
2. Proficiency in a second language relevant to our global customer base.
3. Experience with Problem Management processes.
4. Experience working within a large, global technology or managed services provider.
5. Formal ITIL v3/v4 certifications beyond Foundation.

Skills & Competencies:

1. Customer Focus: Deeply customer-centric with a passion for service excellence.
2. Communication: Outstanding communication, presentation, and interpersonal skills, with the ability to communicate effectively at all levels. Persuasive and clear in conveying information.
3. Problem Solving & Analysis: Strong analytical skills with the ability to assess situations quickly, identify root causes (or facilitate identification), and drive resolution. Resourceful and creative in finding solutions.
4. Process Orientation: Detail-oriented, process-driven, and focused on achieving measurable results and KPIs. Highly organized.
5. Leadership & Drive: Self-driven, proactive, professionally mature, and committed to high performance and continuous improvement. Ability to work independently and take ownership.
6. Collaboration: Excellent teamwork and collaboration skills, capable of working effectively within a multicultural, global team environment.
7. Adaptability: Ability to manage multiple priorities, maintain focus under pressure, and adapt to changing situations. Fast learner.