Full Job Description
The Oracle Solutions Delivery Manager (Post-Implementation Support) is responsible for managing and developing long-term client relationships after Oracle solutions go live. Acting as the main point of contact for support and maintenance services, this person ensures the quality of services delivered, compliance with service level agreements (SLAs), and achievement of the client's operational objectives. They oversee incident resolution, enhancement request management, application updates, and the continuous improvement of business processes and Oracle solutions. They coordinate functional and technical support teams, manage risks and issues, lead governance committees, and act as a trusted advisor to the client to maximize the value of their Oracle investment. They also identify opportunities for optimization, improvement, and service expansion while maintaining a high level of client satisfaction.
Here's how you will be involved:
• Manage Oracle Cloud services and applications in support mode (AMS).
• Monitor SLAs, KPIs, and customer satisfaction indicators.
• Manage major incidents (Major Incident Management).
• Lead operational governance and facilitate follow-up committee meetings.
• Manage enhancement requests and application roadmaps.
• Coordinate functional, technical, and offshore teams.
• Plan Oracle Cloud quarterly updates and assess impacts.
• Proactively manage risks, escalations, and service continuity.
• Identify process optimization opportunities and value-added initiatives for the client.
• Support service contract renewals and growth of the managed services portfolio.
Your experience:
• 10+ years of experience in relevant roles.
• Bachelor's degree in computer science or another relevant field.
• Proven experience in Oracle application managed services in a post-implementation support (AMS) environment, with strong knowledge of Oracle Cloud environments and enterprise applications.
• Expertise in operational management: SLA/KPI tracking, major incident management, escalations, and service continuity.
• Skills in governance, leading follow-up committees, and managing enhancement requests and application roadmaps.
• Experience coordinating multidisciplinary and distributed teams, with strong leadership and influencing skills.
• Strong communication skills, analytical mindset, attention to detail, and proactive risk and issue management.
• Ability to build lasting client relationships as a trusted advisor and identify optimization and expansion opportunities.
• Oracle / ITIL / PMP certifications are an asset.
• Bilingualism in French and English, as you will be required to collaborate with resources outside Quebec.
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