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Oracle Service Delivery Manager

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Hyderabad, Telangana, India CriticalRiver Inc. Full time ₹ 15,00,000 - ₹ 20,00,000 per year

Job Description – Oracle Service Delivery ManagerOversee service delivery and take on responsibility for overall Oracle R12/Oracle Fusion Cloud support and future state, ensuring all IT services meet the agreed SLAs and are delivered efficiently. Handle critical incidents, ensuring prompt resolution and coordination with various teams. Conduct root cause analysis for recurring issues and implement solutions to prevent future incidents.

Act as the primary point of contact for clients, maintaining regular communication and addressing concerns. Conduct regular service review meetings with clients to discuss performance and identify opportunities for improvement. Lead and manage the service delivery team, providing guidance, support, and mentorship.

Conduct regular performance reviews for team members, setting clear goals and providing constructive feedback. Manage the budget for IT service delivery, ensuring efficient use of financial resources. Ensure the right resources (people, tools, and technology) are available and allocated appropriately to meet service delivery requirements.

Skills and experience include:Proven 15+ years of hands-on experience in transition and support application projects on the Oracle Cloud Fusion platform along with functional knowledge. Responsibility for overall Oracle Fusion support and future state. Ability to capture service, incident, and problem management tickets and report.

Strong management skills to guide technical and business teams through the implementation process and ensure application uptime. Experience working closely with other peer teams to ensure smooth transition and continued application support. Experience in implementing governance standards across the portfolio, including tracking, monitoring, and updating the status of support deliverables and involved in SLAsExperience working closely with business teams to understand challenges and suggest areas of improvement.

Ability to manage program-level lessons learned repository and attend post-project review meetings to identify key areas of improvement. Experience managing the program-level risks and issues register. Ability to carry out assurance review processes as required by the PMO Manager.

Experience liaising with staff in other PMOs to ensure consistent implementation of standards.