Oracle Ebs Service Delivery Manager

Tata Consultancy Services Limited; Mentor (OH); On-site; USD 130,000 - 150,000; Full time

Benefits offered by this job

Discretionary Annual Incentive

Comprehensive Medical Coverage

Family Leave (Maternal & Parental)

Job summary

Tata Consultancy Services Limited in Mentor, OH seeks an experienced Senior Engineer to lead Oracle EBS service delivery, ensuring end-to-end operational stability and governance across cloud and on-premise environments.

You will coordinate with ERP, CX, MES and BI/Data Analytics applications, manage SLAs and ITIL processes, and drive continual service improvement with executive reporting and risk management.

Qualifications

• Demonstrated experience leading service delivery for a large Oracle EBS support portfolio, with responsibility for operational stability, service performance and SLA governance.
• Strong knowledge of ITIL processes, SLA/KPI governance, and incident, problem and change management.
• Experience in executive reporting, risk management, escalations, capacity and vendor coordination.

Responsibilities

• The Oracle EBS Service Delivery Manager (SDM) is accountable for end-to-end operational stability, service performance governance and contractual compliance of a large Oracle EBS support portfolio.
• Lead Oracle EBS support delivery and coordinate dependencies with connected ERP, CX, MES and BI/Data Analytics applications across cloud and on-premises environments.
• Govern contractual SLAs/KPIs and ITIL incident, problem and change management processes; provide executive reporting on service performance, risks, escalations and improvement actions.
• Coordinate support capacity, cross-functional teams and vendors; lead major-incident escalations, manage technical-debt risks and drive Continual Service Improvement (CSI) to support production continuity, financial closing, customer-facing services and reliable analytics.

Skills

Oracle EBS Fusion

Operational stability

SLA governance

Incident management

Problem management

Change management

Executive reporting

Risk management

Education

Bachelor of Computer Science

Tools

ITIL framework

Job description

Salary Range: $130,000 - $150,000 per year

Salary Range: $130,000 - $150,000

• Discretionary Annual Incentive.
• Comprehensive Medical Coverage: Medical & Health, Dental & Vision, Disability Planning & Insurance, Pet Insurance Plans.
• Family Support: Maternal & Parental Leaves.
• Insurance Options: Auto & Home Insurance, Identity Theft Protection.
• Convenience & Professional Growth: Commuter Benefits & Certification & Training Reimbursement.
• Time Off: Vacation, Time Off, Sick Leave & Holidays.
• Legal & Financial Assistance: Legal Assistance, 401K Plan, Performance Bonus, College Fund, Student Loan Refinancing.

Location: Mentor, OH

Function: TECHNOLOGY

Role: Senior Engineer

ID: 438902

Skills: Oracle EBS Fusion

Desired Candidate Profile

Qualifications

BACHELOR OF COMPUTER SCIENCE

Must Have Technical/Functional Skills

• Demonstrated experience leading service delivery for a large Oracle EBS support portfolio, with responsibility for operational stability, service performance and SLA governance.
• Strong knowledge of ITIL processes, SLA/KPI governance, and incident, problem and change management.
• Experience in executive reporting, risk management, escalations, capacity and vendor coordination.
• Monitor real-time operational queues and SLA burn-down rates; proactively implement mitigation protocols before near-breaches impact business functions.
• Manage SLA compliance and service-performance issues through auditable data tracking and ITSM platform logging.
• Serve as the senior operational escalation authority for all Priority 1 (P1) and Priority 2 (P2) major incidents affecting ERP, MES shop-floor production lines, CX omnichannel services, or executive BI feeds.
• Champion rigorous Problem Management post-incident: enforce timely Root Cause Analysis (RCA) completion and track corrective/preventive actions (CAPA) to completion to prevent recurring defects.
• Manage delivery across distinct application towers with varying architectures and operational constraints.
• Drive a shift-left support culture, transitioning repetitive L2/L3 troubleshooting into documented L1 runbooks and automated self-healing scripts.
• Identify application technical debt, end-of-life runtimes, and fragile point-to-point interfaces within legacy systems; partner with Enterprise Architecture to build modernization and refactoring business cases.
• Strong customer-facing, commercial, communication and continual improvement skills.
• Good communication, documentation and customer-interaction skills.

Roles & Responsibilities

• The Oracle EBS Service Delivery Manager (SDM) is accountable for end-to-end operational stability, service performance governance and contractual compliance of a large Oracle EBS support portfolio.
• Lead Oracle EBS support delivery and coordinate dependencies with connected ERP, CX, MES and BI/Data Analytics applications across cloud and on-premises environments.
• Govern contractual SLAs/KPIs and ITIL incident, problem and change management processes; provide executive reporting on service performance, risks, escalations and improvement actions.
• Coordinate support capacity, cross-functional teams and vendors; lead major-incident escalations, manage technical-debt risks and drive Continual Service Improvement (CSI) to support production continuity, financial closing, customer-facing services and reliable analytics.

Generic Managerial Skills

• Service delivery leadership with strong customer-facing, commercial and customer-interaction skills.
• Executive communication and reporting, clear documentation, risk management and escalation handling.
• Capacity and vendor coordination, with a strong focus on continual improvement.