Lead Support Services Owner - London, United Kingdom - Oracle

Oracle

Verified Company

London, United Kingdom

1 week ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Are you a Customer Centric Person who enjoys a challenge? If you have Customer Relationship management expertise and ITIL knowledge/Certification experience, this is an incredible opportunity to excel in an exciting, fast-paced arena

At Oracle Health, we put humans at the heart of every conversation. Our mission is to create a human-centric healthcare experience powered by unified global data.

From patients to providers, payers, and the global population, our objectives are to improve health, reduce costs, and enhance the healthcare experience.

We offer the most secure and reliable healthcare solutions, which connect clinical, operational, and financial data to improve care and advance decision-making around health and well-being.

As a global leader we're looking for a Lead Support Services Owner (SSO) to drive success as part of our Service Management team.

Join us and create the future.

As a Lead SSO you will develop and manage the Oracle Support relationship with a designated large account and a small number of medium accounts, which are within a NHS Integrated Care System (ICS), to maximize the customers' use of Support Services, driving high degree of satisfaction and referenceability, whilst protecting and enhancing Support revenue streams

Other responsibilities include:

Building relationships with the Client Executive Team responsible for Service and Clinical Decisions
Responsibility to ensure the client understands the Value of AMS
Responsible for managing the client roadmap by working closely with our consulting teams to ensure projects are managed and delivered.
Collaborating with internal teams to ensure delivery of Service is continuous in conjunction with other client priorities inclusive of project work either Client Led or OH Led.
Collaboration between the clients within the ICS to ensure knowledge, experience and lessons learned are shared
Responsible for ensuring client satisfaction and achieving service level targets.
Manage client service request escalations and escalate them as appropriate.
Managing Change Control Procedures to ensure that changes are completed safely within OH process and change windows. Ensuring that changes suggested are appropriate and deliverable.
Preparing and delivering monthly and quarterly formal reports on AMS to site leadership.
The responsibility for communicating major incidents to the client lies with the AMS SSO. They will continue to provide communication back to the client as requested until a resolution is achieved.

Career Level - IC4

Required Experience

Bachelor's degree in business management or related field, or equivalent relevant experience
25+ years of experience in Customer/Account management
Knowledge of ITIL Functions specific to Change Management
Willing to travel up to 25%

What we will offer you