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Capgemini is seeking an experienced Oracle Service Delivery Manager to lead the delivery, governance, and operational excellence of Oracle Cloud and Application Managed Services (AMS) engagements. This role is responsible for ensuring successful service delivery across Oracle Fusion environments while maintaining strong client relationships, driving continuous improvement, and achieving operational, financial, and customer satisfaction objectives.

The Oracle Service Delivery Manager serves as the primary delivery leader for assigned clients, overseeing Oracle Fusion support, enhancements, releases, and continuous improvement initiatives. Working closely with client stakeholders, Oracle delivery teams, and practice leadership, this individual will ensure services are delivered in accordance with contractual commitments, service level agreements (SLAs), and business expectations.

The ideal candidate combines Oracle Fusion expertise, AMS leadership, client relationship management, operational governance, and delivery excellence with a proven ability to manage complex Oracle environments and drive business value.

Your Role

• Lead the delivery and operational management of Oracle Fusion Cloud and Application Managed Services (AMS) engagements, ensuring successful execution against client objectives, contractual commitments, and service level agreements.
• Serve as the primary point of contact for client stakeholders regarding service delivery, operational performance, escalations, and continuous improvement initiatives.
• Build and maintain trusted relationships with business and technology leaders while serving as a strategic advisor on Oracle Fusion optimization, application support, and service excellence.
• Oversee Oracle Fusion production support, incident management, enhancement delivery, release planning, service governance, and operational performance.
• Manage service delivery performance through KPI monitoring, SLA adherence, customer satisfaction metrics, resource planning, and financial management.
• Lead governance reviews, executive status meetings, operational reviews, and service performance discussions with clients and Capgemini leadership.
• Collaborate with Oracle functional, technical, integration, and cloud teams to ensure efficient issue resolution and high-quality service delivery.
• Drive incident, problem, change, release, and service request management processes while ensuring service stability and business continuity.
• Lead Oracle Fusion quarterly release planning, impact assessments, testing coordination, and production readiness activities.
• Identify opportunities to improve service quality, automate processes, optimize support operations, and reduce operational risk.
• Partner with client stakeholders to develop enhancement roadmaps, modernization strategies, and operational improvement initiatives.
• Support account growth through identifying additional service opportunities, expansion initiatives, and continuous improvement recommendations.
• Collaborate with account leadership and sales teams to support renewals, proposals, statements of work, and business development activities.
• Ensure adherence to Capgemini delivery methodologies, quality standards, governance processes, and compliance requirements.
• Mentor team members and contribute to Oracle AMS best practices, delivery excellence initiatives, and organizational development.

• Bachelor's degree or equivalent work experience.
• 10+ years of Oracle consulting, service delivery, managed services, or technology leadership experience.
• Strong experience supporting Oracle Fusion Cloud Applications, including one or more of the following:  Oracle Fusion ERP, Oracle Fusion Financials, Oracle Fusion SCM, Oracle Fusion EPM
• Proven experience leading Oracle Application Managed Services (AMS) engagements within enterprise environments.
• Strong understanding of AMS delivery frameworks, service operations, SLA/KPI management, incident management, problem management, change management, release management, and service governance.
• Experience managing Oracle Fusion production support environments while driving operational excellence, service optimization, automation, and customer satisfaction.
• Proven experience managing Oracle Fusion quarterly releases, enhancements, production stabilization efforts, and continuous improvement initiatives.
• Experience managing global delivery teams operating within onshore, offshore, and hybrid delivery models.
• Experience serving as the primary delivery contact for enterprise Oracle clients and managing senior stakeholder relationships.
• Strong financial management experience including forecasting, budgeting, revenue management, resource planning, utilization, and margin management.
• Experience leading executive governance discussions and communicating effectively with senior client stakeholders.
• Strong analytical, organizational, problem-solving, and decision-making skills.
• Excellent verbal, written, presentation, and stakeholder management skills.
• Experience leveraging AI-enabled tools and automation solutions to improve operational efficiency, reporting, service management, and client outcomes.

Preferred Qualifications

• Oracle Cloud Certifications preferred.
• PMP, Agile, Scrum, or related certifications preferred.
• Experience leading Oracle Fusion AMS transformation and support engagements.
• Experience supporting transitions from implementation to managed services environments.
• Experience within Manufacturing, Consumer Products, Retail, Life Sciences, Financial Services, Energy & Utilities, or Public Sector industries.
• Prior consulting or professional services experience strongly preferred.
• Experience leveraging Oracle AI capabilities, digital assistants, predictive analytics, and intelligent automation within Oracle Cloud environments.