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.