Job Description

Key Responsibilities

AMS Strategy & Leadership

• Define and execute the Oracle AMS strategy aligned with organizational growth objectives.
• Establish a scalable, efficient, and customer-centric AMS operating model.
• Lead multi-disciplinary Oracle support teams across:
  • Oracle ERP/Financials
  • Oracle HCM
  • Oracle SCM
  • Oracle EPM
  • Oracle Integration Cloud (OIC)
  • Oracle Analytics Cloud (OAC)
  • Reporting and Data Management
• Drive transformation initiatives focused on automation, AI-enabled support, and operational excellence.
• Build a culture of accountability, innovation, collaboration, and continuous improvement.

Service Delivery Management

• Own end-to-end delivery of AMS services across multiple customer accounts.
• Ensure compliance with contractual SLAs, KPIs, and operational commitments.
• Establish governance frameworks for support operations.
• Conduct regular service reviews and executive governance meetings.
• Monitor service health, incident trends, backlog management, and customer satisfaction metrics.
• Ensure timely resolution of incidents, service requests, and enhancement requests.

ITIL Service Management

Incident Management

• Ensure effective incident handling and prioritization processes.
• Minimize business disruption through rapid restoration of services.
• Improve Mean Time to Resolution (MTTR).

Problem Management

• Lead root cause analysis initiatives for recurring issues.
• Implement permanent fixes and preventive measures.
• Drive reduction in repeat incidents.
• Maintain Known Error Database (KEDB).

Change Management

• Govern production changes and release activities.
• Minimize change-related service disruptions.
• Ensure compliance with change approval processes.

Continual Service Improvement

• Establish CSI programs across AMS engagements.
• Track improvement opportunities and benefits realization.

Capacity Planning & Workforce Management

• Develop resource forecasting models based on:
  • Ticket volumes
  • Seasonality
  • Customer growth
  • Project transitions
  • Oracle release cycles
• Manage a shared pool support model across multiple accounts.
• Optimize consultant utilization while maintaining service quality.
• Ensure adequate staffing levels for peak business periods.
• Plan succession, backup coverage, and skill redundancy.
• Create scalable workforce plans supporting growth objectives.

Shared Services Delivery Management

• Operate and optimize a centralized AMS shared services model.
• Balance resource allocation across multiple customer engagements.
• Drive standardization of support processes and delivery methodologies.
• Establish cross-functional support structures for Oracle functional and technical teams.
• Improve productivity through reusable assets and knowledge repositories.

Customer Relationship Management

• Serve as executive escalation point for critical customer issues.
• Build trusted advisor relationships with customer leadership teams.
• Conduct quarterly business reviews and service governance meetings.
• Drive customer retention and expansion opportunities.
• Identify upsell and cross-sell opportunities within existing accounts.

Operational Excellence & Automation

• Leverage AI and automation to improve support efficiency.
• Implement proactive monitoring and predictive support mechanisms.
• Drive self-service and knowledge-centered support initiatives.
• Establish operational dashboards and real-time service reporting.
• Reduce manual effort through automation frameworks and bots.

Metrics & Reporting

Own and report on key AMS metrics including:

• SLA Achievement
• Customer Satisfaction (CSAT)
• Net Promoter Score (NPS)
• MTTR
• Incident Volume Trends
• Problem Management Effectiveness
• Resource Utilization
• Capacity Forecast Accuracy
• Backlog Health
• Automation Benefits Realization
• Employee Productivity Metrics

Team Leadership & Talent Development

• Build and mentor high-performing Oracle AMS teams.
• Establish competency frameworks and career development plans.
• Promote Oracle certifications and continuous learning.
• Develop future AMS leaders and succession pipelines.
• Conduct performance reviews and coaching sessions.

Required Qualifications

Education

• Bachelor's Degree in Engineering, Information Technology, Computer Science, Business Administration, or related discipline.
• Master's Degree preferred.

Certifications

Mandatory:

• ITIL Foundation Certification
• ITIL Problem Management Certification

Preferred:

• ITIL Intermediate/Managing Professional
• Oracle Cloud Certifications
• PMP or PRINCE2
• Agile/Scrum Certifications

Experience

• 15+ years of overall IT experience.
• 10+ years managing Oracle Application Support and AMS engagements.
• 5+ years leading large Oracle AMS organizations.
• Experience managing global support teams and shared service delivery models.
• Strong understanding of Oracle Cloud Applications:
  • ERP
  • Financials
  • HCM
  • SCM
  • EPM
  • OIC
  • Analytics
• Experience handling multi-million-dollar AMS portfolios.
• Proven expertise in Capacity Planning and Workforce Management.
• Experience supporting global customers across multiple time zones.

Key Competencies

Functional Competencies

• Oracle Cloud Applications
• AMS Delivery Management
• ITIL Service Management
• Problem Management
• Capacity Planning
• Shared Services Operations
• Service Governance
• Customer Success Management

Leadership Competencies

• Strategic Thinking
• Executive Presence
• Stakeholder Management
• Decision Making
• Conflict Resolution
• Team Building
• Change Leadership

Technical & Operational Competencies

• ServiceNow or equivalent ITSM tools
• Oracle Fusion Applications
• Oracle Integration Cloud
• Oracle Analytics
• Support Automation Platforms
• AI-enabled Service Management

Reporting & Operational Dashboards