Cloud Hypercare Lead - Oracle Consulting

Job description

An experienced consulting professional who has a broad understanding of solutions, industry best practices, multiple business processes or technology designs within a product/technology family. Operates independently to provide quality work products to an engagement. Performs varied and complex duties and tasks that need independent judgment, in order to implement Oracle products and technology to meet customer needs. Applies Oracle methodology, company procedures, and leading practices.

Operates independently to provide quality work products to an engagement. Performs varied and complex duties and tasks that need independent judgment, in order to implement Oracle products and technology to meet customer needs. Applies Oracle methodology, company procedures, and leading practices. Demonstrates expertise to deliver functional and technical solutions on moderately complex customer engagements. May lead the solution design and implementation aspects of engagement(s) ensuring high quality, integrated software solutions within constraints of time and budget. May act as the team lead on projects, providing coaching, guidance and feedback to develop skills of team members. Effectively consults with management of customer organizations. Participates in business development activities. Develops and leads detailed solutions for moderately complex projects.

6-8 years of experience relevant to this position including 3-4 years consulting experience preferred. Undergraduate degree or equivalent experience preferred. Product or technical expertise relevant to practice focus. Ability to communicate effectively. Ability to build rapport with team members and clients. Ability to travel as needed.

As part of Oracle's employment process candidates will be required to complete a pre-employment screening process, prior to an offer being made. This will involve identity and employment verification, salary verification, professional references, education verification and professional qualifications and memberships (if applicable).

Desired profile

Qualifications :

Consulting Cloud Hypercare Lead – Oracle Consulting

Location – flexible around any UK Hub

The role of the Cloud Hypercare Lead is an active and rewarding part of the UK and Ireland Technology Consulting team. In this position you will ensure customer satisfaction by successfully delivering Hypercare Cloud Services using technical delivery skills, business and product best practices.

Scope and Responsibilities

- Manages delivery of Hypercare services to a (portfolio of) customers

- Reports to the PaaS Practice Manager for general performance and as an escalation point for

individual Hypercare delivery responsibilities

- Works on a portfolio of designated Hypercare projects

- No direct reports, but leads a team of consultants delivering Hypercare projects. The consultants

may be a composite team sourced from UK Consulting and other Oracle Consulting organizations

such as Oracle Solution Service India.

- Works as required with designated Oracle Partners and third parties

- Works towards UK Consulting utilisation targets and (SMART) personal objectives

- Manages Hypercare pre-sales activity to reflect realistic delivery expectations

- Generating a Service Delivery Plan for each project which fully reflect the bid requirements

o Communicating the plan and gaining customer buy-in and agreement

- Drive the implementation of the Service Delivery Plan

o Providing leadership, motivation and direction for the Hypercare team

o Directly managing the performance of the Consultants on the project

o Monitoring and reporting the progress against the Service Plan

- Managing Oracle's commercial responsibilities in the context of the Hypercare contract

o Managing changes to the Service Plan

o Identifying and communicating any opportunities for new business

o Ensuring customers are satisfied with the delivered services

o Communicating the lessons learnt within Oracle

o Communicating resource requests

o Undertake billable work as appropriate

Responsibilities and Accountabilities

- Produce / Review bids to ensure a thorough understanding of the client requirements

- Produce regular and accurate progress reports

- Regularly update the client on service delivery against contract

- Generate Change Request Forms as required and obtain appropriate client approval

- Generate Closure Reports and ensure receipt of Acceptance Certificates

- Operates in line with Oracle Consulting processes and procedures

- Develop and maintain an up to date knowledge of relevant Oracle Cloud products and services

- Balance client's demands with protecting Oracles commercial interests

- Work alongside Partner and other third party organisations

- Represent Oracle professionally on client sites / remotely as appropriate

- Resolve or escalate client issues as appropriate

- Work closely with the account team and line management to exploit opportunities for cross and

up selling

- Share knowledge and best practice within the practice and across lines of business

Knowledge, Skills, Abilities, Competencies and Background

- Candidates will be educated to degree level and ideally have at 10+ years proven delivery experience including several years of hypercare / service management

- Experience in Oracle's current Cloud Services is highly desirable

- Experience across the full software development lifecycle, from concept and design to testing.

- Demonstrated leadership skills including management of remote teams

- Able to perform complex problem solving and should be comfortable working according to company policies and processes

- Good business analysis and strong technical technology skills

- Experience in working as part of an external/internal virtual team or alone as required by priorities

- The ability to work in a collaborative and energetic environment with other technology and business disciplines

- ITIL Certified to at least Foundation Level

- Experienced in Oracle Methodologies i.e., AIM, CDM, OUM

- Team player with excellent written and verbal communication and interpersonal skills.

- The ability to assimilate, evaluate and solve problems in a structured way at all times.

- Energetic and enthusiastic approach to technology, personal management and building customer relationships

- Willingness to travel as this is a key requirement of the role

- A current Driving Licence and full access to a car is essential, and the candidate must be flexible in working location