Manager, Client Support
Oracle Svenska AB / Supportteknikerjobb / Göteborg
2024-01-31
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hela Sverige As a Client Support Manager on the Support Organization, you will work in a team environment to manage associates responsible for performing solution-related service request investigation, incident resolution, and application maintenance. Your ultimate goal is healthy team and client relationships to deliver value outcomes for both Oracle and our clients.
Responsibilities:
Direct the day-to-day operations of associates assigned to support of specific software, hardware or system solutions
Ensure all phases of support are properly coordinated, scheduled, monitored, tracked, escalated and resolved
Prioritize and schedule work, allocate resources, monitor progress, and support change management efforts
Ensure support efforts meet quality standards, promote client satisfaction, and adhere to service level agreements
Act as a resource for questions or issues, and serve as an escalation point for resolving complex issues or situations
Manage workflow and reporting relationships to obtain optimum effectiveness
Coordinate cross-functionally to ensure seamless execution of processes and resolution of issues
Lead, direct and review the team's work to achieve operational or functional targets or objectives with measurable contribution towards the achievement of immediate and short-term results for the team and department
Establish and communicate team goals that support and advance team and department objectives; establish metrics or other performance measures to track progress
Understand and explain policies, practices and procedures within immediate area of responsibility to stakeholders within and outside of the team
Identify, propose and lead team- and department-level quality and process improvement initiatives; participate and provide input on strategic initiatives at the department-level
Deliver consistent and timely training, guidance and feedback to encourage and promote associate success and growth through regular developmental conversations and identification of developmental opportunities
Provide primary input and recommendations on staffing and performance decisions for direct reports
Manage a team of associates
Basic Qualifications:
Bachelor's degree in IT, HealthCare or related field, or equivalent relevant work experience at least 4 years
People management, matrix management, project management or other indirect leadership work experience, at least 6 years
Software implementation or support work experience, at least 6 years
Healthcare information technology work, at least 3 years
Customer service experience, at least 2 years
Fluent in English
Preferred Qualifications:
Experience in managing and leading managed services or support teams in the past
Experience working in Application Managed Services or SolutionWorks business units
Fluent in Swedish
Expectations:
Willing to participate in on-call rotation as needed
Willing to work 100% from the client site or assigned work location
Willing to travel up to 20% as needed
Willing to work additional or irregular hours as needed and allowed by local regulations
Willing to take people management responsibilities
Work in accordance with corporate and organizational security policies and procedures, understand personal role in safeguarding corporate and client assets, and take appropriate action to prevent and report any compromises of security within scope of position
Perform other responsibilities as assigned
Mentor and develop new associates/employees
Så ansöker du Sista dag att ansöka är 2024-02-14
E-post:
craig.holbrook@oracle.com Omfattning Detta är ett heltidsjobb.
Arbetsgivare Oracle Svenska AB (org.nr 556254-6746)
Lilla Bommen 5 (
visa karta)
411 04 GÖTEBORG
Jobbnummer 8433593
Observera att sista ansökningsdag har passerat.