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.