Technical Service Delivery Manager - Oracle Cloud Fusion

Key Responsibilities:

Service Delivery Management:

• Lead and manage the delivery of Oracle Cloud Fusion services, ensuring alignment with business goals and SLAs.

• Monitor and optimize service performance, focusing on efficiency, reliability, and customer satisfaction.

Oracle Expertise:

• Leverage hands-on experience with Oracle R12 and Oracle Fusion to guide the team and resolve technical challenges.

• Develop and manage Oracle Integrations to streamline processes and enhance system functionality.

ITIL Processes:

• Implement and oversee ITIL best practices, including incident, change, and problem management.

• Proactively identify and mitigate risks to service delivery, ensuring compliance with organizational standards.

Tools & Technology:

• Utilize Jira and ServiceNow for incident tracking, project management, and reporting.

• Create and present actionable insights using Microsoft Charts and other visualization tools.

Problem Management:

• Drive root cause analysis for recurring issues and implement permanent solutions to prevent future occurrences.

• Collaborate with cross-functional teams to ensure effective problem resolution.

Leadership & People Management:

• Lead, mentor, and develop a high-performing team, fostering a culture of collaboration and continuous improvement.

• Conduct regular performance reviews and provide constructive feedback to team members.

Flexibility & Communication:

• Demonstrate flexibility in working hours to accommodate business needs and global teams.

• Communicate effectively with stakeholders at all levels, ensuring transparency and clarity in service delivery updates.

Strategic Alignment:

• Align service delivery strategies with the organization’s growth plan, driving innovation and efficiency.

• Identify opportunities for process improvements and contribute to the strategic planning of IT services.

Qualifications and Skills:

• Bachelor’s degree in Information Technology, Computer Science, or a related field.

• Proven experience with Oracle R12 or Oracle Fusion, including integrations.

• Strong understanding of ITIL principles and their practical application.

• Hands-on experience with Jira and ServiceNow.

• Proficiency in Microsoft Charts and other reporting tools.

• Exceptional problem-solving and decision-making skills.

• Excellent communication and interpersonal skills.

• Proven ability to manage and motivate teams effectively.

• Flexible and adaptable to changing business needs and priorities.

Preferred:

• ITIL certification.

• Project management certification (e.g., PMP or PRINCE2).

• Experience working in a global, fast-paced environment.