* Manage end-to-end delivery of Oracle Application Managed Services for
multiple customers.
* Own customer service delivery across Oracle Cloud and Oracle E-Business Suite
engagements.
* Ensure achievement of contractual Service Level Agreements (SLAs) and Key
Performance Indicators (KPIs).
* Conduct regular service review meetings with customers.
* Drive customer satisfaction and continuous service improvement initiatives.
* Act as the primary escalation point for critical production issues.
Shared Resource Pool Management
* Manage a shared pool of Oracle functional and technical consultants
supporting multiple customers.
* Optimize consultant allocation based on demand, priorities, skills, and
contractual commitments.
* Balance resource utilization while maintaining service quality.
* Coordinate cross-functional teams spanning:
* Oracle Financials
* HCM
* SCM
* Procurement
* Projects
* Manufacturing
* EPM
* Integration (OIC)
* Analytics (OTBI, BI Publisher, FDI)
* Oracle Database and Middleware (where applicable)
* Monitor workload distribution and proactively address capacity constraints.
* Develop backup plans and cross-skilling strategies to improve team
flexibility.
Customer Relationship Management
* Build trusted relationships with customer stakeholders.
* Serve as the single point of contact for service delivery matters.
* Conduct Monthly and Quarterly Business Reviews (MBRs/QBRs).
* Present SLA dashboards, service metrics, improvement plans, and resource
utilization reports.
* Identify opportunities for service expansion and value-added initiatives.
* Support customer renewals and contract extensions.
Incident, Problem & Change Management
* Ensure timely resolution of production incidents.
* Drive Root Cause Analysis (RCA) for recurring issues.
* Manage Problem Management activities to reduce repeat incidents.
* Oversee Change Management and Release Management processes.
* Coordinate major incident ma