Service Delivery Manager Oracle Application Managed Services (AMS)

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.