Oracle Cloud Service Delivery Manager; SDM

Introduction

A career in IBM Consulting is rooted by long-term relationships and close collaboration with clients across the globe. You'll work with visionaries across multiple industries to improve the hybrid cloud and AI journey for the most innovative and valuable companies in the world. Your ability to accelerate impact and make meaningful change for your clients is enabled by our strategic partner ecosystem and our robust technology platforms across the IBM portfolio.

The Oracle Cloud Service Delivery Manager (SDM) is responsible for the end-to-end delivery, stability, and continuous improvement of Oracle Cloud services, including OCI, Oracle SaaS (ERP, HCM, SCM), and Oracle PaaS. The role ensures services meet SLAs, security, compliance, and business objectives while providing a high-quality customer experience. The SDM acts as the primary interface between customers, Oracle, engineering teams, and business stakeholders.

• Own end-to-end service delivery for Oracle Cloud services (OCI, SaaS, PaaS)
• Manage SLAs, OLAs, KPIs, and service reviews
• Lead incident, problem, and change management aligned with ITIL processes
• Conduct root cause analysis and drive preventive actions
• Coordinate with Oracle Support (SRs, Sev-1 escalations, MOS)
• Manage customer expectations, escalations, and communications
• Present service performance, risks, and improvement plans to leadership
• Ensure compliance with enterprise security, regulatory, and audit requirements
  
  Enforce Oracle Cloud governance standards and controls
• Monitor and optimize Oracle Cloud costs (OCI cost management, tagging, budgets)
• Support licensing, contracts, renewals, and ULA discussions
• Identify automation and operational efficiency opportunities
• Conduct regular governance meetings with you to review open issues and escalated support requests, answer questions, provide metrics on support and change requests, and elevate solutions to problems
• Assist with coordinating upgrade and migration plans, when necessary.

This role can be performed anywhere in the US.

• 8+ years of experience in Oracle Cloud or service delivery roles
• Strong hands-on knowledge of Oracle Cloud Infrastructure (OCI)
• Experience with Oracle SaaS (ERP, HCM, SCM) and/or Oracle PaaS
• Understanding of Oracle databases, middleware, and integrations
• Familiarity with Oracle Cloud networking, IAM, security, and monitoring
• Experience using Oracle Support (MOS), SR management, and escalations
• Proven experience in service delivery or managed services environments
• Strong ITIL process knowledge (Incident, Problem, Change, Release)
• Experience with ITSM tools (Service Now, Remedy, Jira, etc.)
• Excellent stakeholder and customer-facing communication skills
• Strong leadership, coordination, and escalation management abilities
• Ability to balance technical depth with business priorities
• Structured, detail-oriented, and proactive mindset

Able to travel per project and organizational needs.

• Oracle Cloud Infrastructure (OCI) certifications
• ITIL (Foundation or higher)
• PMP / Agile / SAFe (optional)

IBM is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.