Service Delivery Manager- Oracle
On-sitePune, Maharashtra, India
Job Summary
Coordinate support resources and facilitate communication with customers and internal partners to manage 24x7 support operations delivered by a global team. Lead team training on IT service delivery processes, oversee SLA-based support contracts, and drive cross-functional interactions for high-quality service delivery. Manage multiple client engagements simultaneously while ensuring systems and methodologies are followed for effective monitoring and control. Handle internal and customer-facing operational reporting, including incident management, resource forecasting, and monthly billing in accordance with client contracts. Track, negotiate, and maintain client Statements of Work, budgets, and project resource timesheets. Communicate potential change orders based on new support needs. Manage regular internal and customer-facing operational reporting including system uptime and utilization, incident management, resource forecasting and utilization, and overall account status.
Required Qualifications
- A minimum of 8 years of applicable industry experience in delivering Enterprise IT Services
- Knowledge of Oracle application, cloud, and systems integrations
- Experience managing teams within an organization that utilizes Oracle EBS/ Cloud
- 3 to 5 years managing teams as part of an IT Service Delivery organization within a Managed Services environment
- Proven ability to manage multiple accounts and engagements across multiple industries and technologies
- Demonstrable experience managing customers and delivery of IT services
- Proven people management skills
- Must possess strong written and oral communication skills
Desired Qualifications
- ITIL Service Delivery qualification
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