Oracle Fusion Cloud - Service Delivery Manager

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Location

Local to Washington DC./ Baltimore, MD

About the Job You're Considering

Capgemini is seeking an experienced  Oracle Service Delivery Manager to lead the delivery, governance, and operational excellence of Oracle Cloud and Application Managed Services (AMS) engagements. This role is responsible for ensuring successful service delivery across Oracle Fusion environments while maintaining strong client relationships, driving continuous improvement, and achieving operational, financial, and customer satisfaction objectives.

The Oracle Service Delivery Manager serves as the primary delivery leader for assigned clients, overseeing Oracle Fusion support, enhancements, releases, and continuous improvement initiatives. Working closely with client stakeholders, Oracle delivery teams, and practice leadership, this individual will ensure services are delivered in accordance with contractual commitments, service level agreements (SLAs), and business expectations.

The ideal candidate combines Oracle Fusion expertise, AMS leadership, client relationship management, operational governance, and delivery excellence with a proven ability to manage complex Oracle environments and drive business value.

Your Role

• Lead the delivery and operational management of Oracle Fusion Cloud and Application Managed Services (AMS) engagements, ensuring successful execution against client objectives, contractual commitments, and service level agreements.
• Serve as the primary point of contact for client stakeholders regarding service delivery, operational performance, escalations, and continuous improvement initiatives.
• Build and maintain trusted relationships with business and technology leaders while serving as a strategic advisor on Oracle Fusion optimization, application support, and service excellence.
• Oversee Oracle Fusion production support, incident management, enhancement delivery, release planning, service governance, and operational performance.
• Manage service delivery performance through KPI monitoring, SLA adherence, customer satisfaction metrics, resource planning, and financial management.
• Lead governance reviews, executive status meetings, operational reviews, and service performance discussions with clients and Capgemini leadership.
• Collaborate with Oracle functional, technical, integration, and cloud teams to ensure efficient issue resolution and high-quality service delivery.
• Drive incident, problem, change, release, and service request management processes while ensuring service stability and business continuity.
• Lead Oracle Fusion quarterly release planning, impact assessments, testing coordination, and production readiness activities.
• Identify opportunities to improve service quality, automate processes, optimize support operations, and reduce operational risk.
• Partner with client stakeholders to develop enhancement roadmaps, modernization strategies, and operational improvement initiatives.
• Support account growth through identifying additional service opportunities, expansion initiatives, and continuous improvement recommendations.
• Collaborate with account leadership and sales teams to support renewals, proposals, statements of work, and business development activities.
• Ensure adherence to Capgemini delivery methodologies, quality standards, governance processes, and compliance requirements.
• Mentor team members and contribute to Oracle AMS best practices, delivery excellence initiatives, and organizational development.

Your Skills and Experience

• Bachelor's degree or equivalent work experience.
• 10+ years of Oracle consulting, service delivery, managed services, or technology leadership experience.
• Strong experience supporting Oracle Fusion Cloud Applications , including one or more of the following: Oracle Fusion ERP, Oracle Fusion Financials, Oracle Fusion SCM, Oracle Fusion EPM
• Proven experience leading Oracle Application Managed Services (AMS) engagements within enterprise environments.
• Strong understanding of AMS delivery frameworks, service operations, SLA/KPI management, incident management, problem management, change management, release management, and service governance.
• Experience managing Oracle Fusion production support environments while driving operational excellence, service optimization, automation, and customer satisfaction.
• Proven experience managing Oracle Fusion quarterly releases, enhancements, production stabilization efforts, and continuous improvement initiatives.
• Experience managing global delivery teams operating within onshore, offshore, and hybrid delivery models.
• Experience serving as the primary delivery contact for enterprise Oracle clients and managing senior stakeholder relationships.
• Strong financial management experience including forecasting, budgeting, revenue management, resource planning, utilization, and margin management.
• Experience leading executive governance discussions and communicating effectively with senior client stakeholders.
• Strong analytical, organizational, problem-solving, and decision-making skills.
• Excellent verbal, written, presentation, and stakeholder management skills.
• Experience leveraging AI-enabled tools and automation solutions to improve operational efficiency, reporting, service management, and client outcomes.

Preferred Qualifications

• Oracle Cloud Certifications preferred.
• PMP, Agile, Scrum, or related certifications preferred.
• Experience leading Oracle Fusion AMS transformation and support engagements.
• Experience supporting transitions from implementation to managed services environments.
• Experience within Manufacturing, Consumer Products, Retail, Life Sciences, Financial Services, Energy & Utilities, or Public Sector industries.
• Prior consulting or professional services experience strongly preferred.
• Experience leveraging Oracle AI capabilities, digital assistants, predictive analytics, and intelligent automation within Oracle Cloud environments.

The base compensation range for this role in the posted location is $ 88,544 - $ 233,248

Capgemini provides compensation range information in accordance with applicable national, state, provincial, and local pay transparency laws. The base compensation range listed for this position reflects the minimum and maximum target compensation Capgemini, in good faith, believes it may pay for the role at the time of this posting. This range may be subject to change as permitted by law.

The actual compensation offered to any candidate may fall outside of the posted range and will be determined based on multiple factors legally permitted in the applicable jurisdiction.

These may include, but are not limited to: Geographic location, Education and qualifications, Certifications and licenses, Relevant experience and skills, Seniority and performance, Market and business consideration, Internal pay equity.

It is not typical for candidates to be hired at or near the top of the posted compensation range.

In addition to base salary, this role may be eligible for additional compensation such as variable incentives, bonuses, or commissions, depending on the position and applicable laws.

Capgemini offers a comprehensive, non-negotiable benefits package to all regular, full-time employees. In the U.S. and Canada, available benefits are determined by local policy and eligibility and may include: 

• Paid time off based on employee grade (A-F), defined by policy: Vacation: 12-25 days, depending on grade, Company paid holidays, Personal Days, Sick Leave

• Medical, dental, and vision coverage (or provincial healthcare coordination in Canada)
• Retirement savings plans (e.g., 401(k) in the U.S., RRSP in Canada)
• Life and disability insurance
• Employee assistance programs
• Other benefits as provided by local policy and eligibility

Important Notice: Compensation (including bonuses, commissions, or other forms of incentive pay) is not considered earned, vested, or payable until it becomes due under the terms of applicable plans or agreements and is subject to Capgemini’s discretion, consistent with applicable laws. The Company reserves the right to amend or withdraw compensation programs at any time, within the limits of applicable legislation.

Disclaimers

Capgemini is an Equal Opportunity Employer encouraging inclusion in the workplace. Capgemini also participates in the Partnership Accreditation in Indigenous Relations (PAIR) program which supports meaningful engagement with Indigenous communities across Canada by promoting fairness, accessibility, inclusion and respect. We value the rich cultural heritage and contributions of Indigenous Peoples and actively work to create a welcoming and respectful environment. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, genetics, veteran status, marital status or any other characteristic protected by law.

This is a general description of the Duties, Responsibilities and Qualifications required for this position. Physical, mental, sensory or environmental demands may be referenced in an attempt to communicate the manner in which this position traditionally is performed. Whenever necessary to provide individuals with disabilities an equal employment opportunity, Capgemini will consider reasonable accommodations that might involve varying job requirements and/or changing the way this job is performed, provided that such accommodation does not pose an undue hardship. Capgemini is committed to providing reasonable accommodation during our recruitment process. If you need assistance or accommodation, please reach out to your recruiting contact.

Please be aware that Capgemini may capture your image (video or screenshot) during the interview process and that image may be used for verification, including during the hiring and onboarding process.

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Capgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fueled by its market leading capabilities in AI, generative AI, cloud and data, combined with its deep industry expertise and partner ecosystem.