Delivery Manager

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.