20+ years of IT experience with a focus on Oracle ERP
10+ years managing large teams (50+ members)
Strong knowledge of Oracle Applications (E-Business Suite, SaaS ERP)
Proven experience in coordinating support resources and project teams
Expertise in IT service delivery processes and best practices
Ability to manage 24x7 global support operations
Skilled in operational reporting and resource management
Responsibilities
Lead and manage IT service delivery to ensure high-quality support
Coordinate communication between customers, internal teams, and vendors
Train teams on best practices in IT service delivery
Oversee the governance model for SLA-based support contracts
Drive cross-functional collaboration for timely service delivery
Monitor and report on service uptime, incident management, and resource utilization
Identify and implement process improvements for enhanced service quality
Benefits
Comprehensive training and development programs
Opportunities for career advancement
Collaborative work environment with a global team
Flexibility in managing a diverse workload
Focus on continuous improvement and customer satisfaction
Full Job Description
Customer Delivery Head TECHM-JOB-31285 Job Title: Oracle Service Delivery Manager Location: Dallas, TX Job Description:
Overall, 20 plus years of IT ( Oracle ERP ) experience and minimum 10 years' experience in managing large teams (50+) as part of an IT Service Delivery organization.
Excellent knowledge of Oracle Applications (for example, E-Business Suite, SaaS ERP -SCM,FIN HCM,MFG) & Other 3rd party application
Coordination of support resources & inflight project team , as well as, facilitating the communication with customers, internal partners, and vendors.
Lead team training to ensure team is familiar with IT service delivery processes and best practices. Maintain knowledge set and capabilities of team functions,
Operations Support and People Management.
Manage and Oversee 24x7 Support Operations delivered by a Global Team.
Design and follow appropriate governance model/plan for SLA based support contracts.
Drive cross functional & technical interaction to ensure successful and timely delivery of high-quality support services.
Ensure that systems, processes, and methodologies, as specified, are followed to ensure effective monitoring, control and support of service delivery.
Manage regular internal and customer facing operational reporting including system uptime and utilization, incident management, resource forecasting and utilization and overall account status.
Define and implement the required processes to enable the functioning of a global support center.
Ensure excellence in service delivery to ensure customer satisfaction and minimize down time. Identify areas for process improvement to ensure that teams are improving performance and service quality. Lead efforts at client engagements and across to implement and measure the improvements.
Track, manage, negotiate, and maintain client SOWs (Statements of Work), budgets, and project resource timesheets.
Communicate potential needs for change orders with clients based upon new support needs or projects.
