EPM - FCCS (Support)_ Manager

Role & responsibilities

Key Responsibilities:

• Subject Matter Expertise: The primary responsibility of the future manager is to provide level 2 and level 3 expertise and hands-on experience on incidents and service requests, including configuration changes and enhancements, related to at least 2 of the following areas:
• Oracle Financial Consolidation and Close (FCCS) (Required)
• Profitability and Cost Management (PCMCS) (Preferred)
• Enterprise Planning & Budgeting (EPBCS) (Preferred)
• Account Reconciliation (ARC) (Preferred)
• Team Leadership: Manage and coach a team of managed services professionals, providing coaching, guidance, and performance feedback. Foster a collaborative and high-performing team culture, promoting professional development and continuous improvement.
• Service Delivery Management: Ensure adherence to SLAs, quality standards and contractual obligations. Monitor service performance metrics, including service uptime, response time, and customer satisfaction, and take proactive measures to address any deviations or issues.
• Provide advisory services to our clients in terms of new features and best practices.
• Service Improvement Initiatives: Continuously assess and improve the efficiency and effectiveness of managed services delivery processes. Identify opportunities for automation, standardization, and process optimization to enhance service delivery quality, reduce costs, and drive customer satisfaction.
• Performance Reporting and Analysis: Prepare and present regular performance reports to clients and internal stakeholders, highlighting key metrics, achievements, and areas for improvement. Analyze data trends to derive actionable insights and develop strategies to address service gaps and enhance the client experience.
• Vendor Management: Manage relationships with external vendors and partners involved in the delivery of managed services. Collaborate on service improvements, resolve vendor-related issues, and ensure compliance with contractual agreements.
• Client Relationship Management: In collaboration with the Customer Success Managers, develop and maintain strong relationships with clients, acting as a trusted advisor and subject matter expert. Understand client needs, proactively identify opportunities to enhance services, and collaborate with clients to align service delivery with their business objectives.

Qualifications and Skills:

• Deep understanding of the administration and maintenance of Oracle EPM Cloud system with minimum 10 years of experience.
• Excellent communication and interpersonal skills to build relationships with clients and internal stakeholders.
• Bachelor's degree in business administration, information technology, or a related field (or equivalent experience).
• Proven experience in managing a team in a managed services or IT services environment.
• Deep understanding of managed services concepts, service level agreements, and ITIL frameworks.
• ITIL or other relevant certifications are a plus.
• Location: Bangalore/Chennai/Pune/Noida/Jaipur

The Managed Services Manager plays a crucial role in ensuring the successful delivery of managed services to clients. By effectively leading a team, managing client relationships, overseeing service delivery, and driving continuous improvement, the manager contributes to the growth and profitability of the organization's managed services department. This role requires strong leadership skills, technical expertise, and a customer-centric mindset to deliver exceptional service experiences and exceed client expectations.