Global Service Delivery Manager (Oracle / RODOD)
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Key skills for this role
About the Role
AxiaMetrics is seeking a Global Service Delivery Manager with deep Oracle stack expertise, including RODOD, for a long-term contract in Riyadh. The role involves leading service operations for a mission-critical environment, managing SLAs, and acting as the senior customer-facing representative.
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 on performance and issues.
- Serve as the escalation point for complex technical issues in the Oracle stack.
- Coordinate with Oracle SMEs, development teams, and infrastructure teams to diagnose and resolve issues in a live environment.
- Drive root cause analysis and preventive measures.
- Ensure compliance with operational standards, governance models, and security requirements.
- Track service risks, maintain service continuity plans, and ensure readiness for major releases and upgrades.
- Manage relationships with offshore/onshore technical teams and third party vendors.
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
- Demonstrated track record managing SLAs, KPIs, and live service environments
- 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
- 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 on performance and issues.
- Serve as the escalation point for complex technical issues in the Oracle stack.
- Coordinate with Oracle SMEs, development teams, and infrastructure teams to diagnose and resolve issues in a live environment.
- Drive root cause analysis and preventive measures.
- Ensure compliance with operational standards, governance models, and security requirements.
- Track service risks, maintain service continuity plans, and ensure readiness for major releases and upgrades.
- Manage relationships with offshore/onshore technical teams and third party vendors.
Required Skills & Experience
- Strong background with the Oracle application ecosystem, ideally including RODOD, Oracle Billing, CRM, OSM, SOM, Oracle Fusion Middleware, Oracle DB, or Oracle Cloud.
- Proven ability to troubleshoot production issues in a complex, multi‑tier, integrated Oracle environment.
- 8+ years of experience in service delivery management, production operations, or major enterprise support roles.
- Strong knowledge of ITIL processes and enterprise support models.
- Demonstrated track record managing SLAs, KPIs, and live service environments.
- Excellent communication and customer engagement capabilities.
- Strong executive‑level presence and ability to manage high pressure situations.
- Confident in leading global teams and coordinating across multiple time zones.
- Must be a Saudi National OR hold a Saudi Premium Residency Visa.
- Ability to work full time on site in Riyadh, with occasional travel if required.
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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