Birlasoft
Location
Pune | India
Job description
Job Title: Oracle EBS Service Delivery Manager
Job Summary: We are seeking an experienced and detail-oriented Oracle EBS Service Delivery Manager to oversee the delivery of Oracle E-Business Suite (EBS) solutions to our clients. The ideal candidate will possess extensive knowledge of Oracle EBS modules and applications, coupled with strong leadership skills to effectively manage service delivery teams and ensure client satisfaction. This role requires strategic planning, problem-solving abilities, and a customer-centric approach to meet service level agreements (SLAs) and drive continuous improvement in service delivery processes. Responsibilities: Client Relationship Management: Ensure high level of customer satisfaction through seamless delivery. Manage customer relationships through regular communication with clients. Manage and resolve escalations and issues raised by customers. Prepare and report process performance metrics to stakeholders, SLA, KPI Governance, Monthly & Quarterly presentations to Internal & external stakeholders. Identify better ways to deliver anticipated customer needs or to deliver existing services that target customers value. Analyze customer feedback at desired intervals and initiate ways to improve the score. Account Mining Proactively identify opportunities for additional business with customer. Adopt best practices from other processes/ verticals etc, Share value addition and best practices across teams. Service Delivery Oversight: Lead and supervise service delivery teams responsible for AMS/Production support area. Define and enforce service level agreements (SLAs) to ensure timely resolution of issues and fulfillment of client requirements. Monitor service performance metrics and analyze data to identify areas for improvement and optimize service delivery processes. Project Management: Coordinate project activities related to Oracle EBS AMS/Production support. Develop project plans, allocate resources, and track progress to ensure projects are completed within scope, budget, and timeline constraints. Mitigate risks and resolve project-related issues to ensure successful project outcomes. Team Leadership and Development: Provide guidance, mentorship, and coaching to service delivery teams to foster a culture of collaboration, accountability, and continuous learning. Conduct performance evaluations, set goals, and provide feedback to team members to support their professional growth and development. Technical Expertise: Maintain a deep understanding of Oracle EBS modules and applications, including Financials, Supply Chain Management, Human Capital Management, etc. Stay updated on industry best practices, emerging technologies, and Oracle EBS product updates to provide expert guidance and recommendations to clients and internal teams. Qualifications: Bachelor's degree in Computer Science, Information Technology, Business Administration, or related field. Master's degree preferred. Delivery Manger with minimum 8-10yrs of experience in AMS/Production support area. Experience and ability to lead a team of 130+ members team. Strong Technical or Functional knowledge in Oracle Application, Cloud SCM, MFG and Finance area , should have experience in working Oracle Apps On Premise, cloud applicatons. Should have experience in building Proposals in Service delivery area with various Pricing options. Identify & Optimize key cost drivers, Identify opportunities for Growth. Participate in management discussions (Governance discussion, Management forums with customer). Effective forward planning in terms of process delivery, people & client engagement. Manage Service Level Agreements / metrics as agreed upon with the client. For Manufacturing Industry experience and Provider ServicesJob tags
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