Global Service Delivery Manager (Oracle / RODOD)
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Key skills for this role
About the Role
AxiaMetrics seeks an experienced Global Service Delivery Manager with deep Oracle stack expertise, ideally including RODOD, to lead service operations for a large-scale, business-critical environment in Riyadh.
Key Skills for This Role
Responsibilities
- Own and lead end to end service delivery across a mission critical Oracle based environment (including RODOD if applicable)
- Manage daily operations, SLAs, service performance, and continuous service improvement initiatives
- Oversee incident, problem, and change management processes
- Act as the senior customer facing representative for all service operations
- Build strong, trusted relationships with executive stakeholders in Riyadh
- Lead service review meetings, provide operational reporting, and ensure transparent communication
- Serve as escalation point for complex technical issues in the Oracle stack
- Coordinate with Oracle SMEs, development teams, and infrastructure teams to diagnose and resolve issues
- Drive root cause analysis and preventive measures
- Ensure compliance with operational standards, governance models, and security requirements
- Manage relationships with offshore/onshore technical teams and third party vendors
- Provide leadership, direction, and mentorship to operational support teams
Requirements
- Strong background with the Oracle application ecosystem, ideally including RODOD, Oracle Billing, CRM, OSM, SOM, Oracle Fusion Middleware, Oracle DB, or Oracle Cloud
- 8+ years of experience in service delivery management, production operations, or major enterprise support roles
- Strong knowledge of ITIL processes and enterprise support models
- Excellent communication and customer engagement capabilities
- Must be a Saudi National OR hold a Saudi Premium Residency Visa
- Ability to work full time on site in Riyadh
Full Job Posting
Role Overview
- We are seeking an experienced Global Service Delivery Manager with deep technical expertise across the Oracle stack, ideally including RODOD, to lead service operations for a large scale, business critical environment.
- This role is highly customer facing and requires a proactive problem solver who excels in managing live production environments, driving stability, and ensuring exceptional service delivery for a major enterprise programme.
- You will act as the senior operational leader, the escalation point for complex technical issues, and the primary interface with stakeholders across business, IT, and vendor teams.
Key Responsibilities
- Service Delivery Leadership: Own and lead end to end service delivery across a mission critical Oracle based environment; manage daily operations, SLAs, service performance, and continuous service improvement; oversee incident, problem, and change management.
- Customer & Stakeholder Engagement: Act as senior customer facing representative; build strong relationships with executive stakeholders; lead service review meetings and provide operational reporting.
- Technical Troubleshooting & Operational Management: Serve as escalation point for complex technical issues; coordinate with Oracle SMEs, development, and infrastructure teams; drive root cause analysis and preventive measures.
- Governance, Quality & Risk Management: Ensure compliance with operational standards, governance models, and security requirements; track service risks and maintain continuity plans.
- Vendor & Team Coordination: Manage relationships with offshore/onshore teams and third party vendors; provide leadership and mentorship to operational support teams.
Required Skills & Experience
- Technical Expertise: Strong background with Oracle application ecosystem (RODOD, Oracle Billing, CRM, OSM, SOM, Fusion Middleware, DB, Cloud); proven ability to troubleshoot production issues in complex Oracle environment.
- Service Delivery & Operations: 8+ years in service delivery management, production operations, or enterprise support; strong ITIL knowledge; track record managing SLAs, KPIs, and live service environments.
- Interpersonal & Leadership: Excellent communication and customer engagement; strong executive level presence; confident in leading global teams across multiple time zones.
Eligibility Requirements
- Must be a Saudi National OR hold a Saudi Premium Residency Visa (Premium Residency / 'Privileged Iqama').
- Ability to work full time on site in Riyadh, with occasional travel if required.
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