Oracle Service Delivery Manager
Full-time
Fusion Practices
About the Role
We are looking for an experienced Oracle Service Delivery Manager to lead Oracle Fusion Cloud ERP support and managed services. You will oversee end-to-end service delivery, drive operational excellence, manage major incidents, and collaborate with business and technology stakeholders to ensure stable, secure, and high-performing Oracle ERP environments.
Key Responsibilities
- Manage end-to-end Oracle Cloud ERP production support and service delivery.
- Ensure SLA/KPI compliance through effective incident and service request management.
- Monitor daily support queues, prioritize critical issues, and ensure timely resolution.
- Lead Major Incident, Problem, Change, and Release Management activities.
- Serve as the primary escalation point for complex Oracle Fusion ERP production issues.
- Coordinate with Finance, Procurement, Infrastructure, Integration, and Security teams to resolve cross-functional issues.
- Review system health, integrations, interfaces, and scheduled jobs to ensure business continuity.
- Conduct Root Cause Analysis (RCA) and implement preventive actions for recurring incidents.
- Drive service governance meetings, operational reviews, and executive reporting.
- Identify opportunities for automation, process optimization, and service improvement.
- Manage Oracle Cloud EPM and Oracle Integration Cloud (OIC) support activities.
- Oversee environment management, user access, security controls, and compliance.
- Mentor team members, perform knowledge-sharing sessions, and support team development.
- Coordinate with Oracle Support and third-party vendors for product issues and service requests.
- Maintain technical documentation, support runbooks, SOPs, and knowledge articles.
Requirements
Required Skills & Experience
- 10–15+ years of overall IT experience with 7+ years supporting Oracle Fusion Cloud ERP.
- 5+ years leading Oracle AMS or Service Delivery engagements.
- Strong experience supporting Oracle Financials modules: GL, AP, AR, FA, CM, and Procurement.
- Experience supporting Oracle Cloud EPM and Oracle Integration Cloud (OIC).
- Strong understanding of Oracle Cloud ERP integrations, APIs, web services, and middleware.
- Experience with Oracle Cloud security, user provisioning, role management, and environment administration.
- Hands-on experience with Incident, Problem, Change, Release, and Major Incident Management.
- Strong knowledge of ITIL processes, service governance, SLA/KPI management, and operational reporting.
- Experience managing production support in large enterprise environments.
- Ability to lead technical troubleshooting and coordinate cross-functional teams during critical incidents.
- Familiarity with automation, scripting, monitoring tools, and continuous improvement initiatives.
- Strong analytical, problem-solving, and decision-making abilities.
- Excellent communication, stakeholder management, and client-facing presentation skills.
- Experience working with global delivery teams and managing vendor relationships.
Preferred Qualifications
- Bachelor's degree in Computer Science, Information Technology, Engineering, or a related discipline.
- Oracle Cloud ERP Certification preferred.
- ITIL Foundation or ITIL 4 Certification preferred.
- PMP, PRINCE2, or equivalent project management certification is an advantage.
- Experience in Banking or Financial Services is desirable.
Vacancy posted 26 days ago
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