Service Delivery Manager – Oracle Application Managed Services (AMS)
On-siteHyderabad, Telangana, India
Job Summary
Manage end-to-end delivery of Oracle Application Managed Services for multiple customers, ensuring SLA compliance and driving continuous service improvement. Own the shared resource pool of Oracle functional and technical consultants, optimizing allocation across Financials, HCM, SCM, and other domains while balancing utilization and quality. Serve as the primary escalation point for critical production issues, leading incident, problem, and change management in adherence to ITIL best practices. Conduct Monthly and Quarterly Business Reviews, present service metrics dashboards, and support customer renewals and contract extensions. Lead and mentor a team of 20–100+ consultants, fostering a high-performance culture while driving adoption of AI and automation tools to enhance operational efficiency.
Required Qualifications
- Bachelor's degree in Engineering, Computer Science, Information Technology, or a related field
- ITIL Foundation certification
- Oracle Cloud certifications
- Experience with service management tools such as ServiceNow
- Experience with service management tools such as Jira
- Experience with service management tools such as Oracle Cloud Support
- Experience with service management tools such as Confluence
- Experience with service management tools such as Microsoft Power BI
- Experience with service management tools such as Excel Reporting
- Strong understanding of Oracle Fusion ERP
- Strong understanding of Oracle Fusion HCM
- Strong understanding of Oracle Fusion SCM
- Strong understanding of Oracle EPM
- Strong understanding of Oracle CX
- Strong understanding of Oracle Integration Cloud (OIC)
- Strong understanding of Oracle Analytics (OTBI, BI Publisher, FDI)
- Strong understanding of Oracle E-Business Suite
- Experience with Application Managed Services (AMS)
- Experience with Multi-customer delivery model
- Experience with Shared resource pool management
- Experience with Global delivery operations
- Experience with Production support
- Experience with Incident Management
- Experience with Problem Management
- Experience with Change Management
- Experience with Release Management
- Experience with Service Governance
- Experience with Capacity Planning
- Experience with Workforce Planning
- Experience with Stakeholder Management
- Experience with Customer Relationship Management
- Experience with Team Leadership
- Experience with Conflict Resolution
- Experience with Negotiation
- Experience with Risk Management
- Experience with Executive Communication
- Experience with Decision Making
- Experience with Coaching and Mentoring
- Experience with Managing 20–100+ Oracle consultants in a shared services model
- Experience with Supporting multiple global customers across different time zones
- Experience with Delivering support for Oracle Fusion Cloud and Oracle E-Business Suite environments
- Experience with shift-based operations, and offshore delivery centers
- Experience with Leading transition, stabilization, and steady-state support phases
- Experience with Managing commercial aspects such as effort forecasting, resource planning, and margin optimization
Desired Qualifications
- Oracle E-Business Suite
- ITIL Intermediate or ITIL Managing Professional certification
- PMP or PRINCE2 certification
- Experience with Azure DevOps
- Experience with Oracle Digital Assistant
- Experience with Oracle AI Agents
- Experience with Power Automate and workflow automation
- Experience with shift-based operations, and offshore delivery centers
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