Senior Service Delivery Manager - Oracle Fusion Operations

Role Overview :

The Service Delivery Manager, Oracle Fusion Operations will lead the buildout and day-to-day operation of a partner-delivered Oracle Fusion support team. This is a hands-on player/coach leadership role responsible for establishing a stable, accountable, and process-aligned support capability for Oracle Fusion and related technologies.

Service Delivery Leadership :

- Lead day-to-day Oracle Fusion support operations for the partner team

- Serve as the primary operational leader for Oracle Fusion production support delivery

- Drive service quality, operational discipline, urgency, ownership, and customer experience

- Manage support performance against agreed service levels, operational commitments, and internal support expectations

- Establish and maintain operational metrics, service reviews, queue reviews, and continuous improvement plans

- Act as a senior escalation point for high-priority incidents, recurring issues, and business-critical operational concerns

Alignment with Internal Application Support :

- Work directly with the internal onshore Application Support team to align the partner team to existing support processes

- Ensure consistent use of established ITSM practices for incident management, problem management, change management, knowledge management, and escalation

- Partner with internal Application Support leaders and SMEs on daily support cadence, prioritization, ownership, and operational handoffs

- Maintain clear accountability between the partner team, internal Application Support, business SMEs, the incumbent AMS provider, and Oracle support

- Ensure partner resources follow existing expectations for ticket quality, communication, status updates, documentation, and closure discipline

Oracle Fusion Operations and Monitoring :

- Oversee support coverage for Oracle Fusion production operations across relevant functional and technical areas.

- Lead proactive monitoring for Oracle jobs, scheduled processes, integrations, interfaces, OIC flows, batch activity, reporting processes, and other operational health indicators.

- Ensure timely detection, triage, escalation, and resolution of production issues.

- Maintain operational readiness for critical business periods, including month-end close, high-volume processing windows, and other business-sensitive events.

- Drive root cause analysis, problem management, and preventive actions for recurring operational issues.