Oracle Service Delivery Manager

• 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.
  

Required Skills & Experience

• 10–15+ 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.