Role Overview:

The Service Delivery Manager, Oracle Fusion Operations will lead the buildout and day-to-day operation of a partner-delivered Oracle Fusion support team.

This is a hands-on player/coach leadership role responsible for establishing a stable, accountable, and process-aligned support capability for Oracle Fusion and related technologies.

The role will work directly with the internal onshore Application Support team to ensure the partner team follows established support processes, service management standards, escalation expectations, and operational governance.

The successful candidate will bring deep Oracle Fusion production support experience, strong service delivery discipline, and practical experience leading offshore or managed services teams in a business-critical enterprise application environment.

Service Delivery Leadership:

- Lead day-to-day Oracle Fusion support operations for the partner team

- Serve as the primary operational leader for Oracle Fusion production support delivery

- Drive service quality, operational discipline, urgency, ownership, and customer experience

- Manage support performance against agreed service levels, operational commitments, and internal support expectations

- Establish and maintain operational metrics, service reviews, queue reviews, and continuous improvement plans

- Act as a senior escalation point for high-priority incidents, recurring issues, and business-critical operational concerns

Alignment with Internal Application Support:

- Work directly with the internal onshore Application Support team to align the partner team to existing support processes

- Ensure consistent use of established ITSM practices for incident management, problem management, change management, knowledge management, and escalation

- Partner with internal Application Support leaders and SMEs on daily support cadence, prioritization, ownership, and operational handoffs

- Maintain clear accountability between the partner team, internal Application Support, business SMEs, the incumbent AMS provider, and Oracle support

- Ensure partner resources follow existing expectations for ticket quality, communication, status updates, documentation, and closure discipline

- Act as a senior escalation point for high-priority incidents, recurring issues, and business-critical operational concerns

Oracle Fusion Operations and Monitoring:

- Oversee support coverage for Oracle Fusion production operations across relevant functional and technical areas.

- Lead proactive monitoring for Oracle jobs, scheduled processes, integrations, interfaces, OIC flows, batch activity, reporting processes, and other operational health indicators.

- Ensure timely detection, triage, escalation, and resolution of production issues.

- Maintain operational readiness for critical business periods, including month-end close, high-volume processing windows, and other business-sensitive events.

- Drive root cause analysis, problem management, and preventive actions for recurring operational issues.