Oracle Delivery Manager - SaaS Application Management Services (AMS)

The role of Oracle Delivery Manager is to provide day-to-day leadership and management over the application management team (internal and external service providers) in support of the Oracle Cloud ERP, EPM, Analytics, and other SaaS applications. Additional responsibilities include implementing ITIL based processes and governance, leading continuous improvements, and innovation, acting as a liaison between the business and application management team, and successfully managing the relationship including periodic releases with the SaaS providers. The role will also require supporting business development effort via estimation, solutioning, RFP response preparation and participation in orals.

Responsibilities will include:

• Operating Model Design: Lead the design and implementation of ITIL processes; Lead the implementation of management of Business and Service Management KPI’s, and SLA’s.

• Cadence: Lead weekly and monthly status meetings and associated reporting.

• Service Delivery: Provide management oversight for the day-to-day application management operations, including risk mitigation and service quality management; coordinate and facilitate formal communication channels between AMS teams, business, and management; manage support activities; drive continuous improvements and innovation to optimize costs and improve end user satisfaction.

• Incident Management: Engage with the AMS team on Severity 1 and Severity 2 incidents and facilitate communications and escalations with the client and with SaaS providers and any other third-party vendors.

• Release Management: Plan and manage the releases including impact analysis, risk management, testing, release deployment, and escalation of issues to with the help from application track leads.

• People Development: Provide leadership and management in staffing the team and day-to-day people development and management.

• SaaS Provider: Manage relationship and escalations with SaaS provider.

• Pursuit Support: Support new pursuits with solution, estimation and RFP response preparation. Participate in Orals and support contract creation.

Required Qualifications:

• 10 years of relevant experience in an AMS role
• 3 years of experience in ITIL framework
• 3 years of experience leading teams
• Experience with Oracle Cloud ERP and/or other primary SaaS application in a multi-application environment
• Experience with SaaS application solutions
• Bachelor’s degree or equivalent professional experience
• Ability to travel up to 25%, on average, based on the work you do and the clients and industries/sectors you serve
• Limited immigration sponsorship may be available

Preferred:

• 5 years of experience working with senior management, business, service provider, and SaaS providers
• Understanding of ERP Operations and associated Boundary Applications
• Ability to understand problems in multi technology and multi-application environment