Service Delivery Manager - Oracle EBS/Fusion

Job Summary

We are looking for an experienced Oracle ERP Support & Service Delivery Manager to lead end-to-end support operations for Oracle ERP Cloud/EBS environments. The role involves managing ERP production support, driving SLA/KPI compliance, handling incidents and change management, and ensuring smooth service delivery across business-critical applications.

The ideal candidate should have strong expertise in Oracle ERP support operations, ITIL-based service management, stakeholder communication, and operational governance.

Key Responsibilities

1. Manage Oracle ERP support operations across Oracle Cloud and/or EBS platforms.

2. Ensure adherence to SLAs, KPIs, and service delivery standards.

3. Lead incident, problem, and change management processes.

4. Support Oracle patches, upgrades, and release activities.

5. Coordinate with functional, technical, and business teams for issue resolution.

6. Monitor operational performance and develop service dashboards/reports.

7. Drive process improvements, automation initiatives, and operational efficiency.

8. Handle client communication, escalations, and governance reviews.

Required Skills & Qualifications

1. 10+ years of experience in Oracle ERP Support and IT Service Delivery Management.

2. Strong understanding of Oracle ERP modules such as Financials, HCM, and SCM.

3. Experience in Oracle Cloud and/or Oracle EBS support environments.

4. Good knowledge of ITIL processes and production support operations.

5. Strong client-facing, communication, negotiation, and stakeholder management skills.

6. Experience managing critical incidents, releases, and service governance.

Preferred Skills

1. ITIL Certification.

2. Experience with ServiceNow, Jira, or other ITSM tools.

3. Exposure to Oracle Cloud quarterly release management.

4. Experience in enterprise support or managed services environments.