Practice Director

Head of Oracle Application Managed Services (AMS) The Head of Oracle Application Managed Services (AMS) is responsible for leading and transforming Oracle support operations across Oracle Fusion Cloud, Oracle E-Business Suite, and related Oracle technologies. The role oversees a shared services delivery model supporting Oracle Financials, HCM, SCM/ERP, EPM, Integrations, Analytics, and emerging Oracle Cloud capabilities. This leadership position is accountable for ensuring operational excellence, SLA adherence, customer satisfaction, proactive service management, resource optimization, capacity planning, continual service improvement, and adoption of ITIL best practices. The individual will drive a shift from reactive ticket resolution to proactive and predictive support leveraging automation, AI, analytics, and knowledge management.

Key Responsibilities

AMS Strategy & Leadership

Define and execute the Oracle AMS strategy aligned with organizational growth objectives.

Establish a scalable, efficient, and customer-centric AMS operating model.

Lead multi-disciplinary Oracle support teams across:

Oracle ERP/Financials

Oracle HCM

Oracle SCM

Oracle EPM

Oracle Integration Cloud (OIC)

Oracle Analytics Cloud (OAC)

Reporting and Data Management

Drive transformation initiatives focused on automation, AI-enabled support, and operational excellence.

Build a culture of accountability, innovation, collaboration, and continuous improvement.

Service Delivery Management

Own end-to-end delivery of AMS services across multiple customer accounts.

Ensure compliance with contractual SLAs, KPIs, and operational commitments.

Establish governance frameworks for support operations.

Conduct regular service reviews and executive governance meetings.

Monitor service health, incident trends, backlog management, and customer satisfaction metrics.

Ensure timely resolution of incidents, service requests, and enhancement requests.

ITIL Service Management

Incident Management

Ensure effective incident handling and prioritization processes.

Minimize business disruption through rapid restoration of services.

Improve Mean Time to Resolution (MTTR).

Problem Management

Lead root cause analysis initiatives for recurring issues.

Implement permanent fixes and preventive measures.

Drive reduction in repeat incidents.

Maintain Known Error Database (KEDB).

Change Management

Govern production changes and release activities.

Minimize change-related service disruptions.

Ensure compliance with change approval processes.

Continual Service Improvement

Establish CSI programs across AMS engagements.

Track improvement opportunities and benefits realization.

Capacity Planning & Workforce Management

Develop resource forecasting models based on:

Ticket volumes

Seasonality

Customer growth

Project transitions

Oracle release cycles

Manage a shared pool support model across multiple accounts.

Optimize consultant utilization while maintaining service quality.

Ensure adequate staffing levels for peak business periods.

Plan succession, backup coverage, and skill redundancy.

Create scalable workforce plans supporting growth objectives.

Shared Services Delivery Management

Operate and optimize a centralized AMS shared services model.

Balance resource allocation across multiple customer engagements.

Drive standardization of support processes and delivery methodologies.

Establish cross-functional support structures for Oracle functional and technical teams.

Improve productivity through reusable assets and knowledge repositories.

Customer Relationship Management

Serve as executive escalation point for critical customer issues.

Build trusted advisor relationships with customer leadership teams.

Conduct quarterly business reviews and service governance meetings.

Drive customer retention and expansion opportunities.

Identify upsell and cross-sell opportunities within existing accounts.

Operational Excellence & Automation

Leverage AI and automation to improve support efficiency.

Implement proactive monitoring and predictive support mechanisms.

Drive self-service and knowledge-centered support initiatives.

Establish operational dashboards and real-time service reporting.

Reduce manual effort through automation frameworks and bots.

Metrics & Reporting

Own and report on key AMS metrics including:

SLA Achievement

Customer Satisfaction (CSAT)

Net Promoter Score (NPS)

MTTR

Incident Volume Trends

Problem Management Effectiveness

Resource Utilization

Capacity Forecast Accuracy

Backlog Health

Automation Benefits Realization

Employee Productivity Metrics

Team Leadership & Talent Development

Build and mentor high-performing Oracle AMS teams.

Establish competency frameworks and career development plans.

Promote Oracle certifications and continuous learning.

Develop future AMS leaders and succession pipelines.

Conduct performance reviews and coaching sessions.

Required Qualifications

Education

Bachelor's Degree in Engineering, Information Technology, Computer Science, Business Administration, or related discipline.

Master's Degree preferred.

Certifications

Mandatory:

ITIL Foundation Certification

ITIL Problem Management Certification

Preferred:

ITIL Intermediate/Managing Professional

Oracle Cloud Certifications

PMP or PRINCE2

Agile/Scrum Certifications

Experience

15+ years of overall IT experience.

10+ years managing Oracle Application Support and AMS engagements.

5+ years leading large Oracle AMS organizations.

Experience managing global support teams and shared service delivery models.

Strong understanding of Oracle Cloud Applications:

ERP

Financials

HCM

SCM

EPM

OIC

Analytics

Experience handling multi-million-dollar AMS portfolios.

Proven expertise in Capacity Planning and Workforce Management.

Experience supporting global customers across multiple time zones.

Key Competencies

Functional Competencies

Oracle Cloud Applications

AMS Delivery Management

ITIL Service Management

Problem Management

Capacity Planning

Shared Services Operations

Service Governance

Customer Success Management

Leadership Competencies

Strategic Thinking

Executive Presence

Stakeholder Management

Decision Making

Conflict Resolution

Team Building

Change Leadership

Technical & Operational Competencies

ServiceNow or equivalent ITSM tools

Oracle Fusion Applications

Oracle Integration Cloud

Oracle Analytics

Support Automation Platforms

AI-enabled Service Management

Reporting & Operational Dashboards