Consulting Program Manager

About Customer Success Services

Oracle Customer Success Services (CSS) helps customers realise lasting business value from their Oracle investments. CSS brings expertise across the Oracle ecosystem, working with Oracle Product Development and partners to accelerate adoption, improve operations and enable innovation. Its services span the customer lifecycle, from advisory and implementation through ongoing operations and continuous improvement, across applications, infrastructure, data and AI. Our focus is on helping customers achieve measurable business outcomes and sustain value as their needs evolve.

The role

We are seeking an experienced Program Manager to lead customer programs and delivery engagements within Oracle Customer Success Services. You will build trusted customer relationships and take accountability for delivery quality, financial performance and customer satisfaction within the agreed scope.

You will lead multidisciplinary teams, manage program governance and dependencies, and help customers achieve their business objectives. Through successful delivery and a clear understanding of customer needs, you will support service extensions, expansions and renewals with CSS Sales and the wider account team. You will exercise judgement within agreed governance and engage delivery leadership or specialists when significant risks, technical decisions or commercial issues require their support.

Experience and capabilities

• 10+ years of relevant project or program delivery experience, including large enterprise SaaS transformations and substantial interaction with customer executives and decision makers.

• Experience as a program or project manager in a services, systems integration or consulting organisation, with a record of leading teams and delivering complex business initiatives.

• Project or program management certification, with practical experience of governance, risk management, change control and delivery assurance.

• Experience maintaining complex integrated Microsoft Project plans or equivalent plans, including dependencies across customer, partner and internal teams.

• Strong understanding of program budgets, revenue forecasting and financial performance, with the ability to manage scope and resources responsibly.

• Ability to discuss business processes and technology solutions with customer stakeholders across enterprise applications such as ERP, EPM, SCM and HCM, including integrations and operational considerations.

• Oracle Cloud delivery experience is preferred. ERP delivery experience is beneficial but not essential. Ability to develop knowledge of the CSS services portfolio and connect it to customer needs is important.

• Experience building relationships across customer organisations and a matrix environment, including sales, delivery, technical, legal, finance and support teams.

• Ability to recognise growth opportunities, contribute to qualification and proposals, and work with sales and solution teams to shape achievable customer commitments.

• Experience is welcomed across industries. No specific industry background is required or preferred.

Professional attributes

• A customer-first approach, sound judgement and personal accountability for agreed outcomes.

• A practical problem solver who anticipates issues, explores alternatives and follows actions through to resolution.

• Strong communication, listening and influencing skills, with fluent written and spoken English and the confidence to lead customer discussions.

• Collaborative leadership, resilience and the ability to manage competing priorities while seeking appropriate support and timely decisions.

What success looks like

• Delivery meets agreed commitments, with transparent governance, proactive risk management and sound financial control.

• Customers see progress against their business objectives and maintain confidence in Oracle as a trusted delivery and services partner.

• Teams and partners work effectively together, with clear accountability and smooth transitions between delivery and ongoing services.

• Delivery insights and customer relationships create qualified opportunities for extensions, expansions and renewals with the account team.

Key responsibilities

• Lead programs and projects against agreed scope, schedule, budget and quality objectives, maintaining integrated delivery plans with clear ownership and internal and external dependencies.

• Build collaborative relationships with customer executives, sponsors and delivery teams. Lead governance forums and maintain clear communication on progress, decisions, risks and outcomes.

• Manage program financial performance, including budgets, revenue forecasts, margin, resource planning and change control. Retain Project Manager accountability for revenue and margin on engagements you manage.

• Identify and manage risks, issues and dependencies proactively. Coordinate recovery actions and escalate material matters with a clear assessment and recommended next steps.

• Coordinate architects, functional and technical teams, partners, Product Development and Support as required, securing the expertise and decisions needed for successful delivery.

• Support customer adoption, transition to operations and value realisation through agreed plans, acceptance criteria and handovers with Customer Success Managers and relevant service teams.

• Identify customer needs and potential extensions or expansions during delivery. Work with CSS Sales and application and technology sales teams to qualify opportunities and support proposals, estimates and delivery planning.

• Where assigned as the account Engagement Lead, coordinate the customer relationship and Oracle delivery activity in partnership with CSS Sales and the Customer Success Manager, drawing on delivery leadership and specialists as needed.