Oracle
Senior Manager – Global SaaS & Apps, Customer Success Services (CSS)
- Permanent
- Riyadh, Saudi Arabia
- Experience 10 - 15 yrs
- Urgent
Job overview
Date posted
23/07/2025
Location
Riyadh, Saudi Arabia
Salary
SAR 50,000 - 60,000 per month
Compensation
Comprehensive package + relocation
Experience
10 - 15 yrs
Seniority
Senior Manager
Qualification
Bachelors degree
Expiration date
06/09/2025
Job description
Oracle is seeking an experienced and forward-thinking Senior Manager to lead its Global SaaS & Applications Customer Success Services (CSS) in Riyadh. This high-impact role involves overseeing a team of technical subject matter experts and consultants who provide tailored support services for enterprise SaaS customers across the Middle East. As part of Oracle’s EMEA CSS management team, the leader will focus on optimizing delivery quality, team performance, customer satisfaction, and operational excellence. The ideal candidate will have at least 15 years of IT experience, including Oracle Applications implementation and support, a proven record of managing global and multicultural teams, and the ability to drive growth, innovation, and resource optimization across regional engagements.
Required skills
Key responsibilities
- Lead and develop a team of technical experts and consultants supporting SaaS & Apps delivery across the Middle East
- Oversee customer delivery performance and ensure service excellence in all engagements
- Ensure team utilization, staff development, retention, and satisfaction
- Drive portfolio growth, innovation, and development of new services and delivery tools
- Represent CSS in executive interactions, business reviews, and global collaboration programs
- Collaborate with sales, pre-sales, and delivery account teams to align technical solutions with business objectives
- Act as a senior point of contact for escalations and complex customer support scenarios
- Maintain accountability for customer KPIs such as satisfaction, retention, and referenceability
- Support business forecasting, budgeting, and workforce planning with strategic inputs
- Promote business ethics and a high standard of service quality and delivery consistency
Experience & skills
- Minimum 15 years in IT organizations, with experience in strategic resourcing and delivery environments
- Experience managing teams of 10+ across geographies and cultures
- Hands-on experience in Oracle Applications implementations, support, and full lifecycle management
- Strong understanding of SaaS operating models, technical delivery, and customer success metrics
- Proven leadership in project delivery, customer engagement, escalation management, and innovation
- Experience supporting pre-sales, solution engineering, and business development
- Fluent in English and Arabic (both written and verbal)
- PMP certification or equivalent project management experience preferred
- MBA or advanced business/technical qualification is a plus
- Strong communication, stakeholder management, and change leadership skills