Oracle Fusion 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

Medical Coverage: Medical & Health, &t

401K Plan

Certification & Training Reimbursement

Time Off: Vacation, Time Off, Sick

Job summary

Tata Consultancy Services Limited in Mentor, Ohio is seeking a Senior Engineer to lead end-to-end Oracle Fusion Cloud service delivery within a complex enterprise support model. You will govern ITIL-based incident, problem and change management, ensure SLA/KPI adherence, and coordinate cross-functional towers with ERP, CX, MES, and BI tools.

The role emphasizes executive reporting, risk management, and continual service improvement to keep production, financial close and analytics operations

Qualifications

• Demonstrated experience leading service delivery for Oracle Fusion Cloud services in complex enterprise support environments.
• Strong knowledge of ITIL governance, SLA/KPI management, and incident, problem and change management.

Responsibilities

• The Oracle Fusion Service Delivery Manager (SDM) is accountable for end-to-end operational stability, service performance governance and contractual compliance of a large Oracle Fusion Cloud services support portfolio.
• Lead Oracle Fusion Cloud support delivery, coordinate functional and technical towers, and manage 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; coordinate quarterly updates and release readiness, and provide executive reporting on service performance, risks, escalations and improvement plans.

Skills

Oracle Fusion Financials

Education

Bachelor of Computer Science

Job description

Must Have Technical/Functional Skills

Demonstrated experience leading service delivery for Oracle Fusion Cloud services in complex enterprise support environments. Strong knowledge of ITIL governance, SLA/KPI management, and incident, problem and change management, including quarterly updates and release readiness. Experience coordinating functional and technical towers, executive reporting, risk management, escalations, capacity and vendor coordination, and improvement plans. Monitor real-time operational queues and SLA burn-down rates; proactively implement mitigation protocols before near-breaches impact business functions. Manage contractual service credits, penalty risks, and SLA dispute resolutions 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 Root Cause Analysis (RCA) completion within strict turnaround windows (e.g., 24-48 hours) and track corrective/preventive actions (CAPA) to completion to permanently eradicate 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, executive-communication and continual improvement skills. Good communication, documentation and customer-interaction skills.

Roles & Responsibilities

The Oracle Fusion Service Delivery Manager (SDM) is accountable for end-to-end operational stability, service performance governance and contractual compliance of a large Oracle Fusion Cloud services support portfolio. Lead Oracle Fusion Cloud support delivery, coordinate functional and technical towers, and manage 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; coordinate quarterly updates and release readiness, and provide executive reporting on service performance, risks, escalations and improvement plans. 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. Strong executive communication and reporting, clear documentation, risk management and escalation handling. Functional and technical tower, capacity and vendor coordination, with a strong focus on continual improvement and improvement plans.

Salary and Benefits

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

• 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: Vacati on, 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

438891

Skills

Oracle Fusion Financials

Salary Range

$130,000 - $150,000

Desired Candidate Profile

Qualifications

BACHELOR OF COMPUTER SCIENCE