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.