Service Delivery Manager
il y a 2 heures
**Job Summary**:The Oracle EBS Service Delivery Manager is responsible for the overall management and delivery of Oracle E-Business Suite (EBS) services and support to the organization. This role ensures consistent and high-quality service delivery, effective change management, system performance, and alignment with business objectives. The manager will lead a team of technical and functional consultants and act as the primary liaison between IT, business stakeholders, and external vendors. **Key Responsibilities**:∙Oversee daily operations, support, and maintenance of Oracle E-Business Suite (primarily modules like Financials, SCM, and others as required). ∙Act as the main point of contact for EBS-related service delivery and escalation. ∙Ensure adherence to SLAs, KPIs, and service quality metrics. ∙Lead incident, problem, and change management processes for EBS systems. ∙Collaborate with business stakeholders to understand evolving business needs and ensure Oracle EBS supports those needs effectively. ∙Manage enhancement requests, updates, patches, and upgrades to the Oracle EBS system. ∙Coordinate with Oracle Support and third-party vendors for escalations and issue resolution. ∙Ensure compliance with SOX, ITIL, and other relevant standards and policies. ∙Create and maintain documentation, including service delivery reports, system configurations, and process guides. ∙Drive continuous improvement initiatives and optimization of system usage and performance. ∙Provide leadership, coaching, and mentoring to internal team members and external consultants. **Qualifications**:∙Bachelor’s degree in Computer Science, Information Systems, Business, or related field. ∙12+ years of experience with Oracle EBS, including at least 3 years in a service delivery or management role. ∙Deep understanding of Oracle EBS modules (e.g., Financials, Supply Chain, Projects, HRMS). ∙Strong knowledge of ITIL service management framework (certification preferred). ∙Experience managing both on-premise and cloud integrations (including Oracle Cloud Fusion is a plus). ∙Proven ability to manage vendor relationships and cross-functional teams. ∙Excellent communication, leadership, and stakeholder management skills. ∙PMP or equivalent project management certification is a plus. **Preferred Skills**:∙Familiarity with Oracle support tools (My Oracle Support, SR management). ∙Understanding of database management, middleware, and integration technologies. ∙Experience with system audits and regulatory compliance. ∙Hands-on experience with Oracle EBS R12.1 or R12.2 environments. **Success Metrics**:∙System uptime and performance compliance with defined SLAs. ∙Timely and effective resolution of incidents and change requests. ∙User satisfaction and adoption of EBS solutions. ∙Continuous process improvement and cost optimization.
Pay: 40,432.14€ - 70,000.00€ per year
Work Location: In person
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