Senior Support Services Owner

As a global leader we’re looking for a Senior Support Services Owner to drive success as part of our Service Management team. Join us and create the future. Thrive in this crucial role!

What you will do

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

• Responsible for ensuring client satisfaction and achieving service level targets.

• Manage client service request escalations and advance them as appropriate.

• Obtain approvals for change requests, prepare documentation, lead weekly client change control calls, and facilitate/coordinate package management.

• Work in technology applications involves tracking issues, monitoring their resolution, and confirming adherence to processes.

• Provide monthly and quarterly formal reports on AMS to site leadership.

• Responsibility for communicating major incidents to the client lies with the AMS SSO. You will continue to provide communication back to the client as requested until a resolution is achieved.

What we will offer you

• A competitive salary with exciting benefits

• Learning and development opportunities to advance your career

• An Employee Assistance Program to support your mental health

• Flexible and hybrid working so you can do your best work

• Employee resource groups that champion our diverse communities

• Core benefits such as life insurance, and access to retirement planning 

Required Experience

• Bachelor’s degree in business management or related field, or equivalent relevant experience 

• 2-5 years of experience in Customer/Account management

• Knowledge of ITIL Functions specific to Change Management

Preferred Experience

• Experience working with NHS clients

Expectations:

• Client travel up to 25%

• Ability to travel to London office as required

• Willing to be on-call service

Career Level - IC3