Associate Director

Role Overview

We are seeking an experienced ERP Application Service Delivery Manager to lead the delivery and support of enterprise Oracle ERP applications (The role is responsible for end-to-end Pre-sales to Delivery life cycle in all AMS / managed Service engagements. The role requires ensuring high-quality service delivery, governance, performance management, and stakeholder satisfaction across Oracle ERP Cloud and EBS landscape.

Key Responsibilities

Service Delivery & Operations

Own the end-to-end delivery of ERP application support and enhancements, ensuring SLA and KPI compliance.

Manage incident, problem, change, and release processes aligned to ITIL best practices.

Drive root cause analysis and proactive problem management.

Ensure ERP systems are highly available, secure, and compliant.

Ensure Quarterly Cloud updates are planned and executed as per timelines

Stakeholder & Vendor Management

Serve as the primary point of contact for business leaders regarding ERP service delivery.

Manage vendor relationships and service contracts, ensuring performance and accountability.

Conduct regular service reviews with stakeholders and vendors.

Governance & Reporting

Establish and monitor service performance metrics, dashboards, and scorecards.

Develop governance frameworks and ensure adherence to compliance, audit, and risk requirements.

Provide regular updates to senior leadership on ERP performance, risks, and improvements.

Team Leadership

Lead and mentor ERP support teams (internal and external resources).

Define and track career development paths for ERP support staff.

Foster a culture of accountability, collaboration, and continuous learning.

Continuous Improvement

Identify opportunities for automation, AI adoption, and process optimization within ERP operations.

Drive continuous service improvement initiatives to enhance user experience and cost efficiency.

Stay updated on Oracle Cloud roadmaps and industry best practices.

Required Skills & Qualifications

Bachelor’s degree in Information Technology, Computer Science, or related field (Master’s preferred).

15+ years of IT experience, with at least 5 years in ERP service delivery or application management.

Hands-on expertise with Oracle ERP Cloud / EBS platforms

Strong knowledge of ITIL framework, service management tools (ServiceNow, Remedy, etc.).

Proven experience in SLA management, and Process compliance

Excellent leadership, communication, and stakeholder management skills.