Service Delivery Manager

Job Description

Position Title: Service Delivery Manager Oracle Cloud Support

Role Summary: Insight Global is seeking a highly skilled Service Delivery Manager who will be responsible for overseeing the delivery of Level 2 application support for the Oracle Cloud environment. This role ensures that support analysts provide timely and effective resolutions to incidents and service requests, maintaining high levels of customer satisfaction and operational excellence.

Key Responsibilities:

• Lead and manage a team of Level 2 application support analysts, providing guidance, coaching, and performance feedback.
• Coordinate and monitor the resolution of incidents and service requests related to Oracle Cloud applications, ensuring adherence to SLAs and quality standards.
• Act as the primary point of escalation for complex or high-impact issues, collaborating with technical teams and stakeholders to drive resolution.
• Develop and implement service delivery processes and best practices to optimize support operations and enhance customer experience.
• Prepare regular reports on team performance, incident trends, and service metrics for management review.
• Foster a culture of continuous improvement, identifying opportunities for training and process enhancements.
• Build strong relationships with clients, stakeholders, and vendors to ensure seamless support and communication.

Qualifications Needed:

• Proven experience in service delivery management, ideally within Oracle Cloud or similar enterprise cloud environments.
• Strong understanding of application support, incident management, and ITIL frameworks.
• Excellent leadership, communication, and problem-solving skills.
• Ability to work collaboratively in a fast-paced, dynamic environment.
• Conceptual and system knowledge of various ERP, EPM or HCM
• Well-versed with configurations, custom fields and fast formulas used in Oracle Fusion Cloud, with a strong understanding of integration with other Fusion applications and third-party systems.
• Comfortable with Oracle Fusion data dictionary and the relationship between various objects, to quickly understand requirements and design solutions.

Education:

• Bachelor’s degree in computer science, Information Technology or related area and / or equivalent experience / training
• 8-10 years of experience in a Service Delivery Manager role or related with at least 5+ years specifically focused on Oracle Cloud Projects.

Certifications (Optional)

• ITIL V3 or V4
• Certified in any of the Oracle Cloud Core products (ERP, HCM, EPM)