AMS

Experience : 12–18 Years
Location : [Hyderabad/Remote/Hybrid]
Job Type : Full-time / Permanent
Department : Application Managed Services
Reporting To : Head of Delivery / Practice Director

We are seeking an experienced and result-oriented Delivery Manager to oversee and manage multiple Oracle E-Business Suite (EBS) and Oracle Cloud Applications (ERP, SCM, HCM) support engagements. The ideal candidate will be responsible for end-to-end delivery management, stakeholder communication, SLA compliance, and people management across AMS engagements.

• Manage delivery of multiple AMS projects across Oracle EBS and Cloud (ERP, SCM, HCM).
• Ensure adherence to SLAs, KPIs, and customer satisfaction parameters.
• Monitor incident, problem, change, and service request management processes via ITSM tools (e.g., ServiceNow, Remedy, etc.).
• Conduct regular operational reviews, governance meetings, and QBRs with clients.

• Serve as the primary point of contact for client stakeholders for all delivery matters.
• Build and maintain strong client relationships to foster trust and identify opportunities for account growth.
• Drive customer satisfaction initiatives and service improvement plans.

• Lead a cross-functional team of functional consultants, technical developers and offshore/onshore coordinators.
• Manage resource planning, allocation, performance management, and upskilling initiatives.
• Mentor and guide team leads and senior consultants in the delivery organization.

• Ensure delivery processes align with ITIL and internal QA frameworks.
• Implement continuous improvement practices and drive automation/efficiency initiatives.
• Proactively manage risks and drive problem management to reduce ticket volumes.

• Track budget, effort burn, resource utilization, and profitability across engagements.
• Participate in contract renewals and billing/invoicing coordination.
• Support pre-sales for AMS opportunities by contributing to RFP responses, client presentations, and solutioning.

• 12–18 years of overall experience in Oracle Applications , with at least 5+ years in a delivery management role handling multiple AMS projects.
• Strong functional understanding of Oracle EBS (Finance, SCM, HCM, etc.) and Oracle Cloud SaaS modules (ERP, SCM, HCM) .
• Hands-on experience in AMS operations including SLA-based support, L2/L3 ticket management, CR handling, and release management.
• Good understanding of ITIL processes – Incident, Problem, Change Management.
• Experience with ITSM tools like ServiceNow, Jira, BMC Remedy, or equivalent.
• Proven ability to manage geographically distributed teams and global clients.
• Strong communication, stakeholder management, and escalation handling skills.
• Having ITIL Certification is good