Director - Systems Support Operations - Oracle - Sydney

Job description
We are hiring Director - Systems Support operations responsible for supporting the Australia New Zealand Operations (ANZO) Systems Support Delivery(SSD) Senior Director in strategic planning, coordinated execution, and ongoing measurement of business, partner and field operations across a key services growth region. Skillfully operate a multi-million-dollar budget and decisively lead regional staff to identify opportunities for customer experience improvement and resolution of issues that may impact operational performance within SSD-ANZO and JAPAC.
Proven capability to create and drive programs based on operational excellence and efficiency, while allowing the ANZO business to continue delivering exemplary customer service, and meet the organization’s financial & tactical business objectives.
Develops, communicates, and trains the immediate delivery region on business practices and processes.
Essential Functions:

Direct overall operations, determine performance objectives/metrics and define tools to measure progress and ensure consistent achievement of business objectives
Build and deliver a Mid-Range Planning approach that allows ANZO Services to achieve strategic and tactical goals

Administer the appropriate service measurements (metrics, measures, controls) to ensure monitoring of all KPIs that impact ANZO's profitability and overall performance while elevating performance to meet those KPI’s.
Work with business managers to create and manage a business and financial plan (which includes salary and non-salary expenses); periodically re-forecast against actual results; and ensure appropriate financial contributions to the overall plan
Analyse performance data and work to re-engineer processes through benchmarking with external and internal business partners
To develop and manage the Support relationship with designated large account(s), throughout the engagement and to maximize the customers’ use of Support
Use a balanced scorecard to manage performance
Team with peers within Region and across SSD LOBs to accelerate the timeframe in which common issues and opportunities are both identified and addressed
Drive cross-Region and cross-functional alignment through establishment of effective relationships
Work closely with HR, Communications, and other senior functional support staff to optimise the activities of Regional SD
Work with ANZO and JAPAC leadership teams to refine and drive charter
Serve as a trusted advisor to SSD-ANZO SD on all business matters
Credibly represent SSD-ANZO SD on all aspects of the business, from finance, partner, field and operations
Develop a climate recognized for continuous improvement and establishment of best practices in service delivery excellence
Manage efforts to capture and proactively execute on customer requirements
Responsible for customer satisfaction and quality management to ensure attainment of metrics and goals
Participate in strategic efforts to secure new business for JAPAC in a support role; ensure all managers are aligned to and meeting the goals of the business plan
Ensure compliance with financial and operational controls

Desired Skills and Experience
Required Knowledge:
Superior ability to build effective relationships across Oracle
Strong background in working with finance and customers, financial experience an advantage but not a requirement
Must have managed at a delivery and financial account level with a proven track record of customer delight
Must have experience with the systems, partner and account management streams of a vendor business i.e. Field, TSC, Techincal Account Manager / Service Account Manager.
Business and organisational goals
Superior oral and written communication skills
Superior influencing and interpersonal ability
Strong organizational skills
Extremely results-oriented and focused on execution
Acts as a leader of large-scale company initiatives.
Viewed by peers as a leader and top contributor and by line management as a key business partner.
Ability to collect, organise, and display data in spreadsheet format. Follow-through skills necessary to get information from internal and third parties and have data errors/omissions corrected.
Establishes strong and broad professional relationships. Easily builds networks and rapport with diverse groups and collaborates cross-functionally.
Relationship and account management skills strongly desired.
Financial experience an advantage.
Ability to partner across functions.

Preferred Knowledge:
Ideal candidate will have established working relationships with Asia Pacific region cultures, processes and fellow operations directors.
Working knowledge of sales processes, LOB-specific margins, service delivery processes/workflows
Demonstrated strategic agility, business proficiency, and nimble learning
Field of Study:
BS/BA degree or equivalent experience required

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