CSS Service Manager
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 knowledge of ITSM principles and ITIL frameworks. Key responsibilities include managing service requests, handling escalations, and coordinating with technical teams. The ideal candidate will be fluent in English and Portuguese, possess excellent communication skills, and have a strong customer-centric approach. Oracle offers competitive benefits, including medical, life insurance, and retirement options. The role is based in either Zapopan, Mexico, or Santiago, Chile, offering an opportunity to work with a global leader in cloud solutions with over 40 years of industry experience.
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 and Brazilian Portuguese
- ITIL Foundation certification or higher (strongly preferred)
Benefits For CSS Service Manager
- Competitive benefits
- Medical insurance
- Life insurance
- Retirement options
- Volunteer programs
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