Practice Director

Key Responsibilities

AMS Strategy & Leadership

• Define and execute the Oracle AMS strategy aligned with organizational growth objectives. 


• Establish a scalable, efficient, and customer-centric AMS operating model. 


• Lead multi-disciplinary Oracle support teams across: 
  
  
  
  • Oracle ERP/Financials 
  
  
  • Oracle HCM 
  
  
  • Oracle SCM 
  
  
  • Oracle EPM 
  
  
  • Oracle Integration Cloud (OIC) 
  
  
  • Oracle Analytics Cloud (OAC) 
  
  
  • Reporting and Data Management 
  
  


• Drive transformation initiatives focused on automation, AI-enabled support, and operational excellence. 


• Build a culture of accountability, innovation, collaboration, and continuous improvement. 

Service Delivery Management

• Own end-to-end delivery of AMS services across multiple customer accounts. 


• Ensure compliance with contractual SLAs, KPIs, and operational commitments. 


• Establish governance frameworks for support operations. 


• Conduct regular service reviews and executive governance meetings. 


• Monitor service health, incident trends, backlog management, and customer satisfaction metrics. 


• Ensure timely resolution of incidents, service requests, and enhancement requests. 

ITIL Service Management

Incident Management

• Ensure effective incident handling and prioritization processes. 


• Minimize business disruption through rapid restoration of services. 


• Improve Mean Time to Resolution (MTTR). 

Problem Management

• Lead root cause analysis initiatives for recurring issues. 


• Implement permanent fixes and preventive measures. 


• Drive reduction in repeat incidents. 


• Maintain Known Error Database (KEDB). 

Change Management

• Govern production changes and release activities. 


• Minimize change-related service disruptions. 


• Ensure compliance with change approval processes. 

Continual Service Improvement

• Establish CSI programs across AMS engagements. 


• Track improvement opportunities and benefits realization. 

Capacity Planning & Workforce Management

• Develop resource forecasting models based on: 
  
  
  
  • Ticket volumes 
  
  
  • Seasonality 
  
  
  • Customer growth 
  
  
  • Project transitions 
  
  
  • Oracle release cycles 
  
  


• Manage a shared pool support model across multiple accounts. 


• Optimize consultant utilization while maintaining service quality. 


• Ensure adequate staffing levels for peak business periods. 


• Plan succession, backup coverage, and skill redundancy. 


• Create scalable workforce plans supporting growth objectives. 

Shared Services Delivery Management

• Operate and optimize a centralized AMS shared services model. 


• Balance resource allocation across multiple customer engagements. 


• Drive standardization of support processes and delivery methodologies. 


• Establish cross-functional support structures for Oracle functional and technical teams. 


• Improve productivity through reusable assets and knowledge repositories. 

Customer Relationship Management

• Serve as executive escalation point for critical customer issues. 


• Build trusted advisor relationships with customer leadership teams. 


• Conduct quarterly business reviews and service governance meetings. 


• Drive customer retention and expansion opportunities. 


• Identify upsell and cross-sell opportunities within existing accounts. 

Operational Excellence & Automation

• Leverage AI and automation to improve support efficiency. 


• Implement proactive monitoring and predictive support mechanisms. 


• Drive self-service and knowledge-centered support initiatives. 


• Establish operational dashboards and real-time service reporting. 


• Reduce manual effort through automation frameworks and bots. 

Metrics & Reporting

Own and report on key AMS metrics including:

• SLA Achievement 


• Customer Satisfaction (CSAT) 


• Net Promoter Score (NPS)  


• MTTR 


• Incident Volume Trends 


• Problem Management Effectiveness 


• Resource Utilization 


• Capacity Forecast Accuracy 


• Backlog Health 


• Automation Benefits Realization 


• Employee Productivity Metrics 

Team Leadership & Talent Development

• Build and mentor high-performing Oracle AMS teams. 


• Establish competency frameworks and career development plans. 


• Promote Oracle certifications and continuous learning. 


• Develop future AMS leaders and succession pipelines. 


• Conduct performance reviews and coaching sessions. 

Required Qualifications

Education

• Bachelor's Degree in Engineering, Information Technology, Computer Science, Business Administration, or related discipline. 


• Master's Degree preferred. 

Certifications

Mandatory:

• ITIL Foundation Certification 


• ITIL Problem Management Certification 

Preferred:

• ITIL Intermediate/Managing Professional 


• Oracle Cloud Certifications 


• PMP or PRINCE2 


• Agile/Scrum Certifications 

Experience

• 15+ years of overall IT experience. 


• 10+ years managing Oracle Application Support and AMS engagements. 


• 5+ years leading large Oracle AMS organizations. 


• Experience managing global support teams and shared service delivery models. 


• Strong understanding of Oracle Cloud Applications: 
  
  
  
  • ERP 
  
  
  • Financials 
  
  
  • HCM 
  
  
  • SCM 
  
  
  • EPM 
  
  
  • OIC 
  
  
  • Analytics 
  
  


• Experience handling multi-million-dollar AMS portfolios. 


• Proven expertise in Capacity Planning and Workforce Management. 


• Experience supporting global customers across multiple time zones. 

Key Competencies

Functional Competencies

• Oracle Cloud Applications 


• AMS Delivery Management 


• ITIL Service Management 


• Problem Management 


• Capacity Planning 


• Shared Services Operations 


• Service Governance 


• Customer Success Management 

Leadership Competencies

• Strategic Thinking 


• Executive Presence 


• Stakeholder Management 


• Decision Making 


• Conflict Resolution 


• Team Building 


• Change Leadership 

Technical & Operational Competencies

• ServiceNow or equivalent ITSM tools 


• Oracle Fusion Applications 


• Oracle Integration Cloud  


• Oracle Analytics 


• Support Automation Platforms 


• AI-enabled Service Management 

Reporting & Operational Dashboards