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.