Job Description

Serve as the primary service delivery leader and central point of accountability for Oracle Health AMS and Support Services across assigned client accounts, with responsibility for overall service performance, client satisfaction, escalation management, and achievement of agreed service outcomes.

Establish and maintain strong relationships with client leadership and key stakeholders, providing governance and oversight across Oracle Health solutions, including CareAware and HIE-related services. Ensure service delivery remains aligned with contractual commitments, service-level expectations, operational priorities, and client objectives while identifying opportunities to enhance the value, effectiveness, and stability of the client's Oracle Health environment.

Represent the customer as a single point of contact within Oracle. Manage the contract, or delivery engagement as defined by Oracle Service Support (OSS). Develop and maintain relationships with senior management across lines of business and third parties. Plan and deploy Support activities to ensure effective delivery within agreed budgetary constraints. Advise the account on the effective and efficient way to use Oracle support services and products, tools, systems, interfaces and procedures. Assure and improve the quality of the service, and maintain accurate account information. Assist in the renewal of Support contracts, and contribute to pre-sales activities. Communicate opportunities for customers to engage with Oracle such as technical events and business seminars.

Main Duties:

• Accountable for end-to-end Oracle Health AMS and Support Service delivery across assigned client accounts, including client satisfaction, service quality, service-level attainment, and operational performance.
• Manage complex client relationships and act as a trusted service delivery advisor to client leadership, establishing effective governance, communication, and escalation mechanisms.
• Conduct recurring service and executive reviews with client leadership, presenting service performance, support metrics, trends, risks, escalations, improvement initiatives, and recommended actions.
• Provide service delivery oversight across Oracle Health solutions, including CareAware products and Health Information Exchange (HIE) solutions, ensuring effective coordination of application, interoperability, and support activities.
• Act as the primary point of contact and accountability for significant, complex, and cross-organizational service escalations, coordinating appropriate Oracle Health teams through resolution.
• Manage client service requests and escalations, ensuring appropriate prioritization, ownership, communication, resolution, and escalation in accordance with established support processes and service commitments.
• Proactively monitor service performance and analyze incidents, service requests, recurring issues, trends, and risks to identify opportunities for corrective action, problem prevention, and continuous improvement.
• Develop and drive continuous improvement strategies designed to improve service quality, operational stability, client experience, and achievement of targeted business and clinical outcomes.
• Influence client support and service strategies by identifying opportunities to maximize value from Oracle Health solutions and align service delivery with client priorities and desired outcomes.
• Facilitate and coordinate package, release, and related service management activities across relevant Oracle Health solutions and client environments.
• Collaborate across Oracle Health application, technical, interoperability, engineering, support, and service organizations to resolve complex issues and achieve client objectives.
• Apply deep knowledge of Oracle Health support and AMS processes to advise internal stakeholders and external clients on service expectations, responsibilities, escalation pathways, and effective support practices.
• Identify and manage service delivery risks, dependencies, and potential impacts to client operations, escalating appropriately and coordinating mitigation activities.
• Protect and enhance Support Services revenue by demonstrating measurable client value, supporting client retention, identifying appropriate service opportunities, and strengthening the overall Oracle Health partnership.
• Contribute to the development and improvement of internal AMS and Support Services practices, processes, knowledge, governance, and service delivery capabilities.

• At least 10 years of professional experience with Oracle Health solutions, including 4 years’ experience with CareAware products.

• At least 5 years of direct Oracle Health Application Management Services (AMS) Service Delivery Management experience, with accountability for enterprise client service delivery, operational performance and service outcomes.

• At least 2 years of direct professional experience with Health Information Exchange (HIE) service delivery or operational management.

• Demonstrated experience managing enterprise-scale ICT Oracle Health application and support services within complex healthcare environments.

• Demonstrated experience directing and coordinating Oracle Health service operations, including prioritization of incidents, service requests, maintenance activities and operational issues.

• Demonstrated experience managing complex client service escalations and major production incidents, including coordination across Oracle Health application, technical, engineering, interoperability and support teams.

• Demonstrated experience managing service-level commitments and ICT service governance, including SLAs, KPIs, operational metrics, service reviews and service improvement plans for Oracle Health customers.

• Demonstrated experience managing senior client stakeholder relationships and presenting service performance, operational risks, remediation plans and strategic recommendations to client leadership.

• Demonstrated experience developing and executing continuous service improvement strategies for Oracle Health enterprise healthcare technology environments.

• Demonstrated experience managing multiple concurrent enterprise Oracle

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Career Level - IC3

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