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. We are seeking an experienced Oracle Application Managed Services (AMS) Service Delivery Manager to lead the delivery of Oracle application support services across multiple global customers using a shared resource pool model. The ideal candidate will have extensive experience managing Oracle ERP, HCM, SCM, EPM, CX, Analytics, and Integration support teams while ensuring SLA compliance, customer satisfaction, operational excellence, and continuous service improvement. The Service Delivery Manager will be responsible for managing a portfolio of customers, optimizing resource utilization across shared support teams, driving service quality, and acting as the primary escalation point for customer engagements.