Senior Technical Program Manager
CurrentLead all aspects of the cloud services portfolio for the capability area, Develop and improve relationships with key partners, actively handle their expectations and supervise happiness levels, Ensure all end-user requirements for IT services are detailed through Service Level Agreements (SLAs) - Ensure SLAs are met for all IT Services. Own the collection of customer feedback and identify optimization areas, Identify and lead risks in relation to IT Services underpinning business processes, Identify and qualify new demand with overall responsibility for steering proposals through the early phases of approvalDeeply understand customer business strategies, challenges and Cloud landscape. Possess the ability to deliver business value by aligning Oracle Cloud solutions to address the customer’s short and long-term support needs. Coordinate and collaborate internal resources, including technical and customer support, professional services and management to meet account performance objectives and customers’ expectations. Ability to build credibility through action and responsiveness resulting in the perception that no matter what the issue, you are the customer’s go to champion within Oracle Cloud. Participate in regularly scheduled conference calls and onsite meetings to ensure the continual flow of information with timely updates on all open issues and on-going projectsFacilitate weekly summary status reports; quarterly services reviews and detailed review of root cause analysis findings when applicable. Manage, document and report on performance against service level agreements (SLA's) and where SLA's are not being met document and oversee an action plan that will result in meeting and exceeding those commitments routinelyReview open problems/issues communicating proper priority and direction to responsible Cloud teams to ensure a timely customer satisfying resultUnderstand and explain Cloud application, features and benefits as it relates to customer needs
