Service Delivery Manager – Oracle Application Managed Services (AMS)

Key Responsibilities

Service Delivery Management

• Manage end-to-end delivery of Oracle Application Managed Services for multiple customers.
• Own customer service delivery across Oracle Cloud and Oracle E-Business Suite engagements.
• Ensure achievement of contractual Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
• Conduct regular service review meetings with customers.
• Drive customer satisfaction and continuous service improvement initiatives.
• Act as the primary escalation point for critical production issues.

Shared Resource Pool Management

• Manage a shared pool of Oracle functional and technical consultants supporting multiple customers.
• Optimize consultant allocation based on demand, priorities, skills, and contractual commitments.
• Balance resource utilization while maintaining service quality.
• Coordinate cross-functional teams spanning:
  • Oracle Financials
  • HCM
  • SCM
  • Procurement
  • Projects
  • Manufacturing
  • EPM
  • Integration (OIC)
  • Analytics (OTBI, BI Publisher, FDI)
  • Oracle Database and Middleware (where applicable)
• Monitor workload distribution and proactively address capacity constraints.
• Develop backup plans and cross-skilling strategies to improve team flexibility.

Customer Relationship Management

• Build trusted relationships with customer stakeholders.
• Serve as the single point of contact for service delivery matters.
• Conduct Monthly and Quarterly Business Reviews (MBRs/QBRs).
• Present SLA dashboards, service metrics, improvement plans, and resource utilization reports.
• Identify opportunities for service expansion and value-added initiatives.
• Support customer renewals and contract extensions.

Incident, Problem & Change Management

• Ensure timely resolution of production incidents.
• Drive Root Cause Analysis (RCA) for recurring issues.
• Manage Problem Management activities to reduce repeat incidents.
• Oversee Change Management and Release Management processes.
• Coordinate major incident management and ensure effective communication with stakeholders.
• Ensure adherence to ITIL best practices.

Operational Excellence

• Monitor:
  • SLA compliance
  • Response time
  • Resolution time
  • Backlog management
  • Ticket aging
  • Escalation trends
  • Customer satisfaction scores
• Identify automation opportunities to improve operational efficiency.
• Drive standardization of support processes and documentation.
• Promote knowledge management and reusable solution repositories.

Resource & People Management

• Lead and mentor Oracle consultants across multiple domains.
• Conduct performance reviews and career development discussions.
• Identify training and certification needs.
• Drive competency development and cross-functional learning.
• Foster a collaborative, customer-centric, and high-performance team culture.
• Manage hiring, onboarding, and resource planning in alignment with business needs.

Governance & Reporting

• Prepare and present:
  • SLA reports
  • Resource utilization dashboards
  • Service health reports
  • Capacity planning reports
  • Risk and issue logs
  • Continuous improvement plans
• Track service profitability and operational efficiency.
• Participate in internal governance meetings and executive reviews.

Automation & Continuous Improvement

• Drive adoption of AI and automation tools to improve support efficiency.
• Identify opportunities to reduce manual effort through:
  • AI-powered ticket summarization and categorization
  • Intelligent knowledge management
  • Self-service solutions
  • Chatbots and virtual assistants
  • Oracle Digital Assistant
  • Oracle AI Agents
  • Power Automate and workflow automation
• Promote shift-left strategies to improve first-contact resolution.
• Define and track service improvement initiatives using measurable KPIs.

Required Skills

Oracle Applications

Strong understanding of one or more Oracle products:

• Oracle Fusion ERP
• Oracle Fusion HCM
• Oracle Fusion SCM
• Oracle EPM
• Oracle CX
• Oracle Integration Cloud (OIC)
• Oracle Analytics (OTBI, BI Publisher, FDI)
• Oracle E-Business Suite (preferred)

Service Delivery

• Application Managed Services (AMS)
• Multi-customer delivery model
• Shared resource pool management
• Global delivery operations
• Production support
• Incident Management
• Problem Management
• Change Management
• Release Management
• Service Governance
• Capacity Planning
• Workforce Planning

Leadership Skills

• Stakeholder Management
• Customer Relationship Management
• Team Leadership
• Conflict Resolution
• Negotiation
• Risk Management
• Executive Communication
• Decision Making
• Coaching and Mentoring

Tools

Experience with service management tools such as:

• ServiceNow
• Jira
• Oracle Cloud Support
• Azure DevOps (preferred)
• Confluence
• Microsoft Power BI
• Excel Reporting

Preferred Qualifications

• Bachelor's degree in Engineering, Computer Science, Information Technology, or a related field.
• ITIL Foundation certification (required).
• ITIL Intermediate or ITIL Managing Professional (preferred).
• PMP or PRINCE2 certification (preferred).
• Oracle Cloud certifications are an advantage.

Key Performance Indicators (KPIs)

• SLA compliance (Response and Resolution)
• Customer Satisfaction (CSAT)
• Net Promoter Score (NPS)
• Resource Utilization
• Ticket Backlog and Aging
• First Contact Resolution (FCR)
• Mean Time to Resolve (MTTR)
• Repeat Incident Reduction
• Automation Adoption
• Knowledge Base Reuse
• Employee Retention and Engagement
• Revenue Growth through Service Expansion

Preferred Experience

• Managing 20-100+ Oracle consultants in a shared services model.
• Supporting multiple global customers across different time zones.
• Delivering support for Oracle Fusion Cloud and Oracle E-Business Suite environments.
• Experience with shift-based operations, and offshore delivery centers.
• Leading transition, stabilization, and steady-state support phases.
• Managing commercial aspects such as effort forecasting, resource planning, and margin optimization.