Oracle Service Delivery Manager

Job Summary

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.

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

• 10+ 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.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.