CSS Service Manager

World leader in cloud solutions, using tomorrow's technology to tackle today's challenges, partnering with industry-leaders for over 40+ years.
Zapopan, Jalisco, MexicoSantiago, Santiago Metropolitan Region, Chile
Backend
Mid-Level Software Engineer
In-Person
3+ years of experience
Enterprise SaaS · Cloud

Description For CSS Service Manager

Oracle Customer Success is seeking a Service Manager to ensure exceptional service delivery and customer satisfaction. This role focuses on incident management, customer advocacy, and IT Service Management (ITSM) best practices. The position requires 3-5+ years of experience in customer-facing service delivery or technical support, with strong emphasis on ITSM principles and ITIL frameworks. The role involves managing service requests, handling escalations, and coordinating with internal technical teams. Based in either Zapopan, Mexico or Santiago, Chile, this position offers an opportunity to work with Oracle, a global leader in cloud solutions with over 40 years of industry experience. The company provides comprehensive benefits including medical, life insurance, and retirement options. This role is perfect for customer-centric professionals with strong communication skills and a passion for service excellence in a global technology environment.

Last updated 9 hours ago

Responsibilities For CSS Service Manager

  • Act as central point of service contact for assigned customers
  • Manage customer service requests/incidents
  • Serve as primary service escalation point
  • Champion IT Service Management (ITSM) standards
  • Coordinate with technical resolver groups
  • Prepare and deliver service reports
  • Partner with Account Managers and Technical Account Managers
  • Participate in service review meetings

Requirements For CSS Service Manager

  • University Degree or equivalent practical experience
  • 3-5+ years in customer-facing service delivery, customer support, or technical support role
  • Experience in Incident Management and Escalation Management
  • Understanding of IT Service Management (ITSM) principles
  • Exceptional proficiency in English
  • ITIL Foundation certification or higher (strongly preferred)

Benefits For CSS Service Manager

Medical Insurance
  • Medical Insurance
  • Life Insurance
  • Retirement Benefits
  • Volunteer Programs

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