{"id":1278970,"url":"https://alion.io/job/apps-associates-service-delivery-manager-oracle-application-managed-services-ams","title":"Service Delivery Manager – Oracle Application Managed Services (AMS)","company":{"id":2831181,"name":"Apps Associates","domain":"appsassociates.com","url":"https://alion.io/company/appsassociates","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Oracle","truth_index":{"grade":"B","score":75,"open_postings":5,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-26T05:57:25Z"}},"role":"Product","role_family":"Product","seniority":"lead","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Hyderabad, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":19000,"max_usd":43000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":9},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AI Agents","optional":false},{"name":"Azure DevOps","optional":false},{"name":"Confluence","optional":false},{"name":"Incident Management","optional":false},{"name":"ITIL","optional":false},{"name":"Jira","optional":false},{"name":"Oracle","optional":false},{"name":"Oracle ERP","optional":false},{"name":"Power Automate","optional":false},{"name":"Power BI","optional":false},{"name":"ServiceNow","optional":false},{"name":"Shift-Left Security","optional":false},{"name":"Azure","optional":true}],"status":"live","first_seen_at":"2026-09-03T07:32:28Z","employer_posted_date":"2026-09-03","last_verified_at":"2026-10-25T23:44:52Z","board_verified":true,"closed_at":null,"days_open":52,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":52},"description":"Key Responsibilities\nService Delivery Management\nManage end-to-end delivery of Oracle Application Managed Services for multiple customers. \nOwn customer service delivery across Oracle Cloud and Oracle E-Business Suite engagements. \nEnsure achievement of contractual Service Level Agreements (SLAs) and Key Performance Indicators (KPIs). \nConduct regular service review meetings with customers. \nDrive customer satisfaction and continuous service improvement initiatives. \nAct as the primary escalation point for critical production issues. \nShared Resource Pool Management\nManage a shared pool of Oracle functional and technical consultants supporting multiple customers. \nOptimize consultant allocation based on demand, priorities, skills, and contractual commitments. \nBalance resource utilization while maintaining service quality. \nCoordinate cross-functional teams spanning:Oracle Financials \nHCM \nSCM \nProcurement \nProjects \nManufacturing \nEPM \nIntegration (OIC) \nAnalytics (OTBI, BI Publisher, FDI) \nOracle Database and Middleware (where applicable) \n\nMonitor workload distribution and proactively address capacity constraints. \nDevelop backup plans and cross-skilling strategies to improve team flexibility. \nCustomer Relationship Management\nBuild trusted relationships with customer stakeholders. \nServe as the single point of contact for service delivery matters. \nConduct Monthly and Quarterly Business Reviews (MBRs/QBRs). \nPresent SLA dashboards, service metrics, improvement plans, and resource utilization reports. \nIdentify opportunities for service expansion and value-added initiatives. \nSupport customer renewals and contract extensions. \nIncident, Problem & Change Management\nEnsure timely resolution of production incidents. \nDrive Root Cause Analysis (RCA) for recurring issues. \nManage Problem Management activities to reduce repeat incidents. \nOversee Change Management and Release Management processes. \nCoordinate major incident management and ensure effective communication with stakeholders. \nEnsure adherence to ITIL best practices. \nOperational Excellence\nMonitor:SLA compliance \nResponse time \nResolution time \nBacklog management \nTicket aging \nEscalation trends \nCustomer satisfaction scores \n\nIdentify automation opportunities to improve operational efficiency. \nDrive standardization of support processes and documentation. \nPromote knowledge management and reusable solution repositories. \nResource & People Management\nLead and mentor Oracle consultants across multiple domains. \nConduct performance reviews and career development discussions. \nIdentify training and certification needs. \nDrive competency development and cross-functional learning. \nFoster a collaborative, customer-centric, and high-performance team culture. \nManage hiring, onboarding, and resource planning in alignment with business needs. \nGovernance & Reporting\nPrepare and present:SLA reports \nResource utilization dashboards \nService health reports \nCapacity planning reports \nRisk and issue logs \nContinuous improvement plans \n\nTrack service profitability and operational efficiency. \nParticipate in internal governance meetings and executive reviews. \nAutomation & Continuous Improvement\nDrive adoption of AI and automation tools to improve support efficiency. \nIdentify opportunities to reduce manual effort through:AI-powered ticket summarization and categorization \nIntelligent knowledge management \nSelf-service solutions \nChatbots and virtual assistants \nOracle Digital Assistant \nOracle AI Agents \nPower Automate and workflow automation \n\nPromote shift-left strategies to improve first-contact resolution. \nDefine and track service improvement initiatives using measurable KPIs. \nRequired Skills\nOracle Applications\nStrong understanding of one or more Oracle products:\nOracle Fusion ERP \nOracle Fusion HCM \nOracle Fusion SCM \nOracle EPM \nOracle CX \nOracle Integration Cloud (OIC) \nOracle Analytics (OTBI, BI Publisher, FDI) \nOracle E-Business Suite (preferred) \nService Delivery\nApplication Managed Services (AMS) \nMulti-customer delivery model \nShared resource pool management \nGlobal delivery operations \nProduction support \nIncident Management \nProblem Management \nChange Management \nRelease Management \nService Governance \nCapacity Planning \nWorkforce Planning \nLeadership Skills\nStakeholder Management \nCustomer Relationship Management \nTeam Leadership \nConflict Resolution \nNegotiation \nRisk Management \nExecutive Communication \nDecision Making \nCoaching and Mentoring \nTools\nExperience with service management tools such as:\nServiceNow \nJira \nOracle Cloud Support \nAzure DevOps (preferred) \nConfluence \nMicrosoft Power BI \nExcel Reporting \nPreferred Qualifications\nBachelor's degree in Engineering, Computer Science, Information Technology, or a related field. \nITIL Foundation certification (required). \nITIL Intermediate or ITIL Managing Professional (preferred). \nPMP or PRINCE2 certification (preferred). \nOracle Cloud certifications are an advantage. \nKey Performance Indicators (KPIs)\nSLA compliance (Response and Resolution) \nCustomer Satisfaction (CSAT) \nNet Promoter Score (NPS) \nResource Utilization \nTicket Backlog and Aging \nFirst Contact Resolution (FCR) \nMean Time to Resolve (MTTR) \nRepeat Incident Reduction \nAutomation Adoption \nKnowledge Base Reuse \nEmployee Retention and Engagement \nRevenue Growth through Service Expansion \nPreferred Experience\nManaging 20-100+ Oracle consultants in a shared services model. \nSupporting multiple global customers across different time zones. \nDelivering support for Oracle Fusion Cloud and Oracle E-Business Suite environments. \nExperience with shift-based operations, and offshore delivery centers. \nLeading transition, stabilization, and steady-state support phases. \nManaging commercial aspects such as effort forecasting, resource planning, and margin optimization.","description_format":"text","description_chars":5849,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":true},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Cybersecurity","Information Technology","Managed IT Services 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