Senior Support Services Owner (Oracle Health)

To develop and manage the Oracle Support relationship with a designated large account, or small number of medium accounts, throughout the engagement and to maximize the customers’ use of Support Services, drive high degree of satisfaction and referenceability, and to protect and enhance Support revenue streams.

As a Senior Support Services Owner, you will work in a team environment to be accountable for Oracle Health client relationships. As you work with Oracle Health clients, you will perform the below responsibilities. Your ultimate goal is healthy team and client relationships to deliver value outcomes for both Oracle and our clients.

Career Level - IC3

Represent the customer as a single point of contact within Oracle. Manage the contract, or delivery engagement as defined by Oracle Service Support (OSS). Develop and maintain relationships with senior management across lines of business and third parties. Plan and deploy Support activities to ensure effective delivery within agreed budgetary constraints. Advise the account on the effective and efficient way to use Oracle support services and products, tools, systems, interfaces and procedures. Assure and improve the quality of the service, and maintain accurate account information. Assist in the renewal of Support contracts, and contribute to pre-sales activities. Communicate opportunities for customers to engage with Oracle such as technical events and business seminars.

• Manage complex external client relationships with a high degree of variability
• Influence client support strategy focusing on value achievement and targeted outcomes 
• Develop complex continuous improvement strategies 
• Act as the single point of contact for cross-organizational support escalations 
• Provide support processes expertise and advise on expectations for both internal stakeholders and external clients 
• Contribute to internal team value and improvements

Required Experience:

• Bachelor's or Master’s degree in IT, HealthCare, related field or equivalent relevant work experience
• At least 6+ years software implementation/Support work experience
• Healthcare information technology (HCIT) consulting, HCIT support, project/program management, client relationship management and/or other client-facing or HCIT solution work experience
• Fluent in English and Arabic would be added advantage

Preferred Qualifications:

• Cerner millennium experience
• Client relationship/Service Management experience
• Experience working in Application Managed Services and SolutionWorks business units 

Expectations

• Willing to work 100% from client location (Dubai, UAE)
• Willing to work additional or irregular hours as needed and allowed by local regulations
• 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

Career Level - IC3

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