Service Delivery Manager

The Service Delivery Manager for Oracle Fusion Operations will lead the day-to-day operation of a partner-delivered Oracle Fusion support team. The role will establish a stable and accountable support capability while ensuring alignment with established support processes, service management standards, escalation expectations, and operational governance.

Key Responsibilities

• Lead day-to-day Oracle Fusion support operations and production support delivery.
• Drive service quality, operational discipline, ownership, and customer experience.
• Manage support performance against agreed service levels and operational commitments.
• Oversee Oracle Fusion production operations, monitoring, integrations, interfaces, OIC flows, scheduled jobs, and batch activities.
• Ensure timely detection, triage, escalation, and resolution of production issues.
• Work closely with internal Application Support teams, business SMEs, vendors, AMS providers, and offshore resources.
• Ensure consistent use of ITSM practices for incident, problem, change, knowledge, and escalation management.
• Lead P1/P2 incidents and other business-critical production issues.
• Drive root cause analysis, preventive actions, and continuous improvement initiatives.
• Recruit, onboard, coach, and develop Oracle Fusion functional, technical, integration, and operations support resources.
• Establish team structure, role clarity, shift coverage, escalation paths, and backup coverage.
• Support the transition of operational responsibilities from the incumbent AMS provider to the new partner team.
• Ensure knowledge transfer, shadowing, reverse-shadowing, runbook creation, and operational documentation are completed.
• Maintain operational readiness for critical business periods, including month-end close and high-volume processing windows.

Requirements

• Bachelors degree in Computer Science, Information Technology, or a related field.
• Strong experience in Oracle ERP support and Oracle Fusion Cloud production environments.
• Experience leading enterprise application support teams, preferably within managed services, offshore, or global support models.
• Strong experience managing L2/L3 support, incident management, problem management, and major incident response.
• Strong working knowledge of ITSM practices and support processes.
• Experience hiring, coaching, developing, and scaling support teams.
• Strong knowledge of Oracle Fusion applications and business processes.
• Experience with Oracle Integration Cloud (OIC), interfaces, integrations, scheduled jobs, batch processing, BI Publisher, OTBI, FBDI, and Oracle security concepts.
• Experience working with internal application support teams, business stakeholders, vendors, and offshore partner resources.
• Strong troubleshooting, problem-solving, and analytical skills.
• Excellent written and verbal communication skills.
• Experience with ServiceNow is preferred.
• ITIL Foundation or higher certification is preferred.
• Oracle Fusion Cloud certification is preferred.
• Experience in manufacturing, distribution, supply chain, or global operations is preferred.
• Experience establishing offshore support teams or transitioning services from an AMS provider is preferred.
• Experience operating 24x7 support or managed operations models is preferred.

Why Join Us?

• Lead the buildout and operation of a critical Oracle Fusion support function.
• Work with a global team and collaborate with internal stakeholders, business SMEs, and technology partners.
• Gain exposure to enterprise-scale Oracle Fusion applications, integrations, and business processes.
• Take ownership of service delivery, operational improvements, and team development.
• Be part of a collaborative environment that values accountability, continuous improvement, and teamwork.