Key Responsibilities

Service Delivery Management
- 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 manageme

📌 Service Delivery Manager Oracle Application Managed Services (Hyderabad)
🏢 Apps Associates
📍 Hyderabad