Job Description
Service Delivery Manager -Oracle Cloud Application Support
Duration: Full time/ Direct Hire
Location: Houston TX - 3 days/ week onsite
Overview:
The Service Delivery Manager - Oracle Cloud Application Support role is to oversee daily Oracle cloud application support activities. As an ideal candidate, you will have a sharp business mind and proven success managing multiple external service provider resources toward maximum productivity as they support business functions and employees. In addition, the role requires an excellent functional understanding of software architecture and the ability to work with Subject Matter Experts (SMEs), developers, architects, and infrastructure service groups to support the overall assigned Oracle cloud application portfolio (Finance, Supply Chain, Human Capital Management, Subscription Management, Enterprise Performance, etc.)
Duties:
• Manage service providers as they fulfill application service requests promptly, minimizing business impact. Maintain high-performance levels for service-related processes and implement improvements as necessary. Take ownership of critical incidents, coordinate with service providers, and maintain effective communication between stakeholders. Provide accurate and regular service delivery performance reports. Oracle cloud module responsibility includes ERP, SCM, HCM, CX, EPM, etc.(~50%)
• Liaise with internal IT and service provider resources for change implementation, supporting application adds, new version updates, enhancements, and/or decommissioning applications and related servers. Analyze and evaluate solutions and provide technical recommendations to improve applications operations and utilization. (~30%)
• Participate in and assistwith key projects and initiatives.(~20%).
Skills and Abilities:
• Excellent ability to delegate responsibilities to service provider resources while maintaining organizational control of IT Oracle cloud applications support.
• Perform all aspects of technical support management for multiple enterprise cloud applications through all phases of the application life-cycle, including but not limited to installations, maintenance, upgrades, patching, testing, and monitoring.
• Ability to pay close attention to KPI (Key Performance Indicators) of service provider resources to ensure they are achieving the objective.
• Ensure SLA (Service Level Agreement) is met and appropriate for the agreed service level targets.
• Responsible for responding, diagnosing, and managing service tickets assigned by the Service Desk based on team and individual metrics.
• Develop, maintain, and understand documentation related to the management of the Oracle cloud application, including but not limited to installation, maintenance, upgrades, patching, and support.
• Ensures systems documentation follows best practices, is up-to-date, accurate, and tested.
• Ensure customer satisfaction through effective communication, managing customer expectations, and conducting monthly reviewsof/withservice providers and system integrators.
• Collaborate with other technical departments to sustain stable cloud application platforms to guide service provider resources in troubleshooting issues efficiently and effectively.
• Continually update skills and knowledge relative to the position and the cloudtechnology industry.
• Ability to pay close attention to details with good planning and organization skills.
• Ability to multi-task in a fast-paced, detail-oriented, and work effectively with interruptions.
• Ability to handle confidential sensitive data and issues.
• Possess strong customer service, interpersonal, analytical, organizational, and collaboration skills.
Knowledge of:
• Good knowledge of providing application support and guidance to end-users.
• Good knowledge of planning, testing, and deploying enterprise-level upgrades to applications.
• Good knowledge of remote server access, machine-to-machine integration, and physical and virtual environments.
• Knowledge and proficiency in Microsoft Word, Excel, Project, and Visio.
• Current on industry trends and emerging technologies.
• Knowledge of Internet and cloud-based application technologies.
• Knowledge of applications Security principles.
Minimum Experience:
• 3 to 6+ years of experience in the following:
• Service provider resources management (onshore/offshore) of applications, including support, upgrades, and licensing.
• Technical guidance to service provider resources in supporting enterprise Oracle Cloud Modules,Salesforce, Microsoft Dynamics, and other related third-party applications is a plus.)
• Implementing change following normal Change Control processes.
• Escalation resolution and communication with key stakeholders.
• Developing key metrics and performance indicators.
• Utilizing server license keys in a physical and virtual environment.
• Strong written and communication capabilities.
Problem Solving and Innovation:
• Work closely with SMEs/developers to ensure solution sets are transitioned successfully into the IT support model.
• Assimilate and evaluate data from multiple sources determining the optimum solution based on requirements.
• Deals with complex technical issues through own experience or research.
• Works with little or no supervision.
Physical Demands:
• Regularly required to sit, use hands to finger, handle or feel; reach with hands and arms; and talk or hear.
• Occasionally required to stand, walk, and stoop.
• Vision abilities include close vision, distance vision, color vision, and the ability to adjust focus.
Minimum Education and Certification:
Bachelor degree in MIS, IT, or equivalent work experience in lieu of the degree.
Duration: Full time/ Direct Hire
Location: Houston TX - 3 days/ week onsite
Overview:
The Service Delivery Manager - Oracle Cloud Application Support role is to oversee daily Oracle cloud application support activities. As an ideal candidate, you will have a sharp business mind and proven success managing multiple external service provider resources toward maximum productivity as they support business functions and employees. In addition, the role requires an excellent functional understanding of software architecture and the ability to work with Subject Matter Experts (SMEs), developers, architects, and infrastructure service groups to support the overall assigned Oracle cloud application portfolio (Finance, Supply Chain, Human Capital Management, Subscription Management, Enterprise Performance, etc.)
Duties:
• Manage service providers as they fulfill application service requests promptly, minimizing business impact. Maintain high-performance levels for service-related processes and implement improvements as necessary. Take ownership of critical incidents, coordinate with service providers, and maintain effective communication between stakeholders. Provide accurate and regular service delivery performance reports. Oracle cloud module responsibility includes ERP, SCM, HCM, CX, EPM, etc.(~50%)
• Liaise with internal IT and service provider resources for change implementation, supporting application adds, new version updates, enhancements, and/or decommissioning applications and related servers. Analyze and evaluate solutions and provide technical recommendations to improve applications operations and utilization. (~30%)
• Participate in and assistwith key projects and initiatives.(~20%).
Skills and Abilities:
• Excellent ability to delegate responsibilities to service provider resources while maintaining organizational control of IT Oracle cloud applications support.
• Perform all aspects of technical support management for multiple enterprise cloud applications through all phases of the application life-cycle, including but not limited to installations, maintenance, upgrades, patching, testing, and monitoring.
• Ability to pay close attention to KPI (Key Performance Indicators) of service provider resources to ensure they are achieving the objective.
• Ensure SLA (Service Level Agreement) is met and appropriate for the agreed service level targets.
• Responsible for responding, diagnosing, and managing service tickets assigned by the Service Desk based on team and individual metrics.
• Develop, maintain, and understand documentation related to the management of the Oracle cloud application, including but not limited to installation, maintenance, upgrades, patching, and support.
• Ensures systems documentation follows best practices, is up-to-date, accurate, and tested.
• Ensure customer satisfaction through effective communication, managing customer expectations, and conducting monthly reviewsof/withservice providers and system integrators.
• Collaborate with other technical departments to sustain stable cloud application platforms to guide service provider resources in troubleshooting issues efficiently and effectively.
• Continually update skills and knowledge relative to the position and the cloudtechnology industry.
• Ability to pay close attention to details with good planning and organization skills.
• Ability to multi-task in a fast-paced, detail-oriented, and work effectively with interruptions.
• Ability to handle confidential sensitive data and issues.
• Possess strong customer service, interpersonal, analytical, organizational, and collaboration skills.
Knowledge of:
• Good knowledge of providing application support and guidance to end-users.
• Good knowledge of planning, testing, and deploying enterprise-level upgrades to applications.
• Good knowledge of remote server access, machine-to-machine integration, and physical and virtual environments.
• Knowledge and proficiency in Microsoft Word, Excel, Project, and Visio.
• Current on industry trends and emerging technologies.
• Knowledge of Internet and cloud-based application technologies.
• Knowledge of applications Security principles.
Minimum Experience:
• 3 to 6+ years of experience in the following:
• Service provider resources management (onshore/offshore) of applications, including support, upgrades, and licensing.
• Technical guidance to service provider resources in supporting enterprise Oracle Cloud Modules,Salesforce, Microsoft Dynamics, and other related third-party applications is a plus.)
• Implementing change following normal Change Control processes.
• Escalation resolution and communication with key stakeholders.
• Developing key metrics and performance indicators.
• Utilizing server license keys in a physical and virtual environment.
• Strong written and communication capabilities.
Problem Solving and Innovation:
• Work closely with SMEs/developers to ensure solution sets are transitioned successfully into the IT support model.
• Assimilate and evaluate data from multiple sources determining the optimum solution based on requirements.
• Deals with complex technical issues through own experience or research.
• Works with little or no supervision.
Physical Demands:
• Regularly required to sit, use hands to finger, handle or feel; reach with hands and arms; and talk or hear.
• Occasionally required to stand, walk, and stoop.
• Vision abilities include close vision, distance vision, color vision, and the ability to adjust focus.
Minimum Education and Certification:
Bachelor degree in MIS, IT, or equivalent work experience in lieu of the degree.
💡 Quick Summary
Seeking a career-building opportunity? The Service Delivery Manager -Oracle Cloud Application Support position is now open for candidates interested in the IT Engineer & Developer Jobs sector. This role in Houston offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in IT Engineer & Developer Jobs is a plus.
