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
5,000+ Employees
3+ years of experience
Enterprise SaaS

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 best practices. The position requires 3-5+ years of experience in customer-facing service delivery or technical support, with strong knowledge of ITSM principles. The role involves working with global teams, managing escalations, and serving as a key interface between customers and technical teams. Oracle offers a supportive environment with comprehensive benefits including medical, life insurance, and retirement options. The position is based in either Zapopan, Mexico or Santiago, Chile, requiring on-site presence. The company's 40+ year track record of innovation and commitment to employee development makes this an excellent opportunity for service management professionals looking to impact customer success at a global technology leader.

Last updated 11 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 (written and verbal)
  • 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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