Job Summary:
We are looking for a proactive and experienced Service Delivery Manager (SDM) to lead and manage the delivery of Oracle Cloud Support services. The SDM will be responsible for ensuring high-quality service delivery, maintaining client satisfaction, and driving continuous improvement across Oracle SaaS and PaaS environments and other applications
Key Responsibilities:
- Act as the primary point of contact for support services, ensuring alignment with client expectations and SLAs.
- Oversee day-to-day service operations, including incident, problem, change, and release management.
- Coordinate with technical teams to ensure timely resolution of issues and delivery of enhancements.
- Monitor service performance metrics and prepare regular reports for internal and client stakeholders.
- Manage escalations and ensure root cause analysis and corrective actions are implemented.
- Drive service improvement initiatives and ensure compliance with ITIL best practices.
- Collaborate with Oracle and third-party vendors as needed for issue resolution and service optimization.
- Conduct regular service review meetings with clients and internal teams.
Required Skills & Qualifications:
- Bachelor’s degree in information technology, Computer Science, or a related field.
- 10+ years of experience in IT service delivery, with at least 5+ years in managing Oracle Cloud (SaaS/PaaS) support projects.
- Strong understanding of Oracle Fusion Cloud applications (ERP, HCM, SCM, etc.).
- Proven experience in managing SLAs, KPIs, and client relationships.
- Familiarity with ITIL framework and service management tools (e.g., ServiceNow, Remedy).
- Excellent communication, leadership, and stakeholder management skills.
- Ability to manage distributed teams and work in a global delivery model.\
- ITIL Foundation or higher certification.
- Oracle Cloud certifications (Functional or Technical).
- Experience with cloud monitoring and automation tools.
- Background in managing AMS (Application Managed Services) engagements.
About Cognizant:
Cognizant (Nasdaq: CTSH) engineers modern businesses. We help our clients modernize technology, reimagine processes and transform experiences so they can stay ahead in our fast-changing world. Together, we're improving everyday life. See how at www.cognizant.com or @cognizant.
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The Cognizant community:
We are a high caliber team who appreciate and support one another. Our people uphold an energetic, collaborative and inclusive workplace where everyone can thrive.
- Cognizant is a global community with more than 300,000 associates around the world.
- We don’t just dream of a better way – we make it happen.
- We take care of our people, clients, company, communities and climate by doing what’s right.
- We foster an innovative environment where you can build the career path that’s right for you.
About us:
Cognizant is one of the world's leading professional services companies, transforming clients' business, operating, and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build, and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant (a member of the NASDAQ-100 and one of Forbes World’s Best Employers 2024) is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital at www.cognizant.com
Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, state or local laws.
Disclaimer:
Compensation information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.
Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.