Oracle Service Delivery Manager

Oracle Service Delivery Manager

• Oversee service delivery and take on responsibility for overall Oracle R12/Oracle Fusion Cloud support and future state, ensuring all IT services meet the agreed SLAs and are delivered efficiently.
• Handle critical incidents, ensuring prompt resolution and coordination with various teams.
• Conduct root cause analysis for recurring issues and implement solutions to prevent future incidents.
• Act as the primary point of contact for clients, maintaining regular communication and addressing concerns.
• Conduct regular service review meetings with clients to discuss performance and identify opportunities for improvement.
• Lead and manage the service delivery team, providing guidance, support, and mentorship.
• Conduct regular performance reviews for team members, setting clear goals and providing constructive feedback.
• Manage the budget for IT service delivery, ensuring efficient use of financial resources.
• Ensure the right resources (people, tools, and technology) are available and allocated appropriately to meet service delivery requirements.

Skills and experience include:

• Proven 15+ years of hands-on experience in transition and support application projects on the Oracle Cloud Fusion platform along with functional knowledge.
• Responsibility for overall Oracle Fusion support and future state.
• Ability to capture service, incident, and problem management tickets and report.
• Strong management skills to guide technical and business teams through the implementation process and ensure application uptime.
• Experience working closely with other peer teams to ensure smooth transition and continued application support.
• Experience in implementing governance standards across the portfolio, including tracking, monitoring, and updating the status of support deliverables and involved in SLAs
• Experience working closely with business teams to understand challenges and suggest areas of improvement.
• Ability to manage program-level lessons learned repository and attend post-project review meetings to identify key areas of improvement.
• Experience managing the program-level risks and issues register.
• Ability to carry out assurance review processes as required by the PMO Manager.
• Experience liaising with staff in other PMOs to ensure consistent implementation of standards.