Consulting Engagement Director

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 Engagement Director to lead complex customer engagements and drive substantial business growth across Australia and New Zealand. You will combine accountable program delivery with executive relationship leadership, commercial ownership and proactive account expansion. As a recognised authority and trusted advisor, you will provide high-quality, innovative solution leadership that delivers integrated business solutions and shares practices with impact beyond individual engagements.

This role reports to the VP, CSS Delivery ANZ.

You will operate independently, setting direction and resolving ambiguity with sound judgement, while using appropriate governance, specialist support and timely escalation. You will personally lead customer and internal discussions, mobilise the right expertise and remain accountable for follow-through. The role requires sound judgement in navigating customer complexity, product dependencies and competing priorities across multiple Oracle lines of business. Take a proactive, self-service approach to solving problems, using available tools, resources and specialist expertise while remaining accountable for decisions and follow-through.

Travel is required as part of this role and is expected to be up to 20% of the time.

Business growth and account expansion

· Take proactive ownership of identifying, shaping and advancing opportunities for CSS growth, including extensions, expansions, renewals and additional services across the customer lifecycle.

· Build and execute account growth plans with CSS Sales, Customer Success Managers and application and technology sales teams, linking customer priorities to credible Oracle solutions and services.

· Lead discovery and value conversations with executives; contribute subject matter expertise to business cases and proposals that connect recommended investments to measurable customer outcomes.

· Drive opportunities through qualification, solution shaping, estimation, commercial negotiation and delivery handover with the relevant sales and specialist teams, within agreed accountabilities and approval authorities; maintain a credible pipeline and forecast.

· Expand relationships across business units, decision makers and product areas, converting delivery credibility and demonstrated value into sustained, profitable growth.

Engagement leadership and customer outcomes

· Act as the single accountable Engagement Lead for assigned accounts, maintaining a coherent customer relationship and coordinated Oracle engagement through delivery, ongoing operations and renewal.

· Build collaborative, trusted relationships with executive sponsors and decision makers through strong interpersonal and communication skills; influence stakeholders and lead steering committees, difficult conversations, negotiations and service recovery with confidence. Proactively communicate priorities, dependencies, risks and decisions, and confirm shared understanding and ownership.

· Work in close partnership with CSS Sales, with sufficient shared account knowledge for either lead to represent the account. Maintain continuity with the Customer Success Manager throughout the lifecycle.

· Analyse customer business needs using industry best practices and product knowledge. Translate customer strategy into an agreed roadmap, measurable outcomes, deliverable acceptance criteria, governance and decision priorities; actively manage expectations, adoption and value realisation.

· Lead medium to large-scale, complex programs or related engagements across teams, suppliers, geographies and workstreams, maintaining integrated plans, agreed budgets and clear ownership of internal and external dependencies to deliver on time, to agreed quality standards and to customer satisfaction. Plan, organise and prioritise work, manage competing priorities and high work demands, monitor progress and adjust plans to sustain high-quality delivery.

· Carry substantive program management and delivery accountability as part of the engagement, with customer-funded responsibilities aligned to the agreed scope.

Complexity and Oracle collaboration

· Navigate customer complexity, including competing executive agendas, organisational change, constrained capacity, partner dependencies and unclear decision rights. Build alignment and secure timely decisions.

· Navigate product complexity across Oracle applications, cloud infrastructure, integrations, data and release dependencies. Engage architects, Product Development and Support to resolve issues and establish feasible options. Recommend and justify product enhancements for very complex customer needs, and create opportunities to evaluate innovative solutions without making unapproved product commitments.

· Build strategic partnerships across CSS, sales, product teams, Support, cloud operations, Finance, Legal and partners. Reconcile priorities and ownership. Resolve conflict and competing priorities, influence without direct authority and secure broad support for a coordinated Oracle position. Embed inclusive ways of working in engagement plans. Collaborate across functions, regions and reporting lines in a global matrix organisation, building relationships across cultural boundaries.

· Resolve issues at the appropriate level using balanced, ethical judgement, assessing wider implications for customers, teams and Oracle business results. When escalation is needed, bring a clear assessment, options, recommendation and decision request, and continue to own resolution.

Commercial and delivery performance

· Own program financial performance, including budgets, revenue forecasts, margin, resource planning and scope control. Set clear delegated Project Manager responsibilities for revenue and margin on each engagement while retaining overall accountability for program performance.

· Apply Oracle methodologies and policies to manage risks, issues, quality, contractual obligations and change requests proactively; establish contingency plans, negotiate viable recovery actions and maintain transparent customer and internal reporting.

· Balance customer, commercial and organisational needs to achieve sustainable customer outcomes, growth and profitability. Ensure proposals and commitments are deliverable, appropriately governed and supported by the required commercial approvals.

· Lead multidisciplinary teams towards shared business goals, seek and value diverse input, and delegate with clear responsibility and authority. Coach project managers and delivery leads, develop team members and stretch high performers while retaining accountability for your own engagements. Foster a psychologically safe, respectful and inclusive workplace through professional behaviour, constructive communication and adherence to organisational values and policies. Encourage people to raise concerns and differing views respectfully, and resolve conflict constructively.

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Experience and capabilities

· 10+ years of relevant enterprise technology experience, including at least 3 years of project management experience, with demonstrated leadership of increasingly complex programs and senior customer engagements in a services, systems integration or consulting environment.

· Demonstrated ability to enable business development through subject matter expertise and to work with Sales on account growth, renewals and commercial outcomes. Selling skills and a record of converting growth opportunities are preferred; be able to explain your personal contribution and results.

· Proven ability to lead independently at executive level, establish direction in ambiguous situations and resolve complex customer and commercial issues with initiative, resourcefulness and personal accountability. Recognise personal capacity limits and increasing workload or complexity, and proactively seek appropriate support, reprioritisation or escalation before work quality, wellbeing or delivery is adversely affected.

· Experience working in a global matrix organisation, navigating complexity on the customer side and across product and technology dependencies, and collaborating and influencing across multiple functions, regions and reporting lines without direct authority.

· Strong program governance, financial management, commercial negotiation and risk management skills; experience maintaining integrated Microsoft Project plans or equivalent plans with complex dependencies, quality controls and contingency actions.

· Undergraduate degree or equivalent experience. PMI certification or another relevant project or program management certification is preferred, with demonstrated application of sound project management principles.

· Product, technology or industry expertise relevant to the assigned portfolio, with the ability to discuss enterprise business processes and technology choices credibly with business and technical stakeholders, such as ERP, EPM, SCM, HCM or CX and their integration with broader cloud environments.

· Oracle Cloud delivery experience and knowledge of the CSS services portfolio are preferred. Ability to connect adoption, operational improvement and innovation to customer value is essential. Seek and act on

feedback, pursue continuous learning, and adopt new processes and technologies to improve ways of working and contribute to a high-performing team culture.

· Strong written and spoken English, executive communication, listening, influencing and negotiation skills with internal stakeholders, customers and vendors. Ability to explain complex concepts persuasively, cultivate stakeholder networks, lead challenging discussions and secure commitments. Use strong interpersonal skills and constructive communication to build collaborative relationships and proactively communicate priorities and risks.

· A customer-first approach, commercial judgement, resilience and personal accountability. Ability to drive change, evaluate measured risks and secure commitment while addressing concerns and adapting to ambiguity and changing priorities. Experience is welcomed across industries; no specific industry background is required or preferred. Maintain emotional intelligence, resilience and professionalism under pressure, embrace change and remain customer-focused while delivering agreed business outcomes.

· Ability to travel as needed.

What success looks like

· Measurable account expansion and renewal outcomes supported by a credible pipeline, clear customer value and disciplined execution with Sales.

· Trusted executive relationships and strong customer advocacy, with demonstrable progress against agreed business outcomes.

· Predictable delivery to agreed quality, acceptance, schedule and budget commitments, with sound financial performance across complex engagements and proactive management of risk.

· Independent leadership that resolves ambiguity and brings multiple Oracle teams together to deliver and grow the customer relationship.

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