Service Delivery Manager

Key Responsibilities

• Manage day-to-day operations and support of Oracle Cloud Infrastructure (OCI) environments.
• Monitor service performance and ensure compliance with agreed SLAs and KPIs.
• Lead incident, problem, and change management activities.
• Coordinate with vendors, support partners, and internal stakeholders to resolve issues and improve service quality.
• Drive continuous service improvement initiatives and operational efficiency.
• Prepare and present service reports, dashboards, and operational reviews.
• Ensure cloud infrastructure is secure, stable, and compliant with organizational policies.
• Support capacity planning, backup, disaster recovery, and business continuity activities.
• Manage escalations and coordinate resolution of critical incidents.
• Lead and mentor operations and support teams.

Requirements

• Bachelor's Degree in Information Technology, Computer Science, or a related field.
• 7+ years of experience in IT Service Delivery or Infrastructure Operations.
• Hands-on experience managing Oracle Cloud Infrastructure (OCI) environments.
• Good understanding of Oracle Cloud services, networking, compute, storage, and security.
• Experience managing cloud operations, incident management, and vendor performance.
• Familiarity with ITIL processes and service management best practices.
• Strong stakeholder management and communication skills.
• Experience in managing enterprise or government cloud environments is an advantage.

Preferred Skills

• Oracle Cloud Infrastructure (OCI)
• Oracle Identity and Access Management (IAM)
• Oracle Database Administration concepts
• Cloud Monitoring & Performance Management
• Backup & Disaster Recovery
• ITIL Foundation Certification
• ServiceNow or equivalent ITSM tools