Oracle Cloud AMS Delivery Lead

CanadaRemoteFull-timelead

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Quick Summary

Requirements Summary

Bachelor's degree in Business, Finance, Information Technology, or a related field, or equivalent professional experience.

Technical Tools

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This is an opportunity to lead end-to-end Oracle Cloud Application Management Services (AMS) delivery in a remote-first environment.
You will oversee service performance, ensure contractual commitments are met, and build strong, long-term relationships with clients.
Working closely with functional consultants and technical teams, you will guide issue resolution, manage priorities, and maintain high standards of service quality.
The role combines people leadership, client engagement, operational oversight, and continuous improvement across Oracle Cloud environments.
You will also coordinate quarterly release testing and help clients adopt new capabilities while managing implementation risks.
With exposure to varied industries and business challenges, you will contribute to service innovation through automation, AI, and delivery improvements.
This position offers meaningful ownership, close collaboration with decision-makers, and opportunities to shape the growth of a managed services practice.

Own the end-to-end delivery of Oracle Cloud AMS engagements, ensuring service-level agreements (SLAs), performance targets, and client satisfaction objectives are consistently achieved.
Lead, mentor, and develop a team of AMS functional consultants, providing technical guidance, coaching, and quality oversight across incidents, service requests, and enhancements.
Act as the primary escalation point for complex or high-priority issues, coordinating functional and technical teams to ensure timely resolution.
Manage client relationships at the engagement level, lead regular service reviews, and report on SLA performance, ticket trends, and continuous improvement initiatives.
Oversee quarterly Oracle Cloud release testing across supported clients, coordinating regression testing, communicating potential impacts, and managing rollout risks.
Manage engagement scope, team staffing, workload distribution, and resource allocation to maintain appropriate service coverage and responsiveness.
Identify recurring support issues and translate findings into recommendations for process improvements, automation, and system enhancements.
Support the commercial management of AMS engagements, including change request scoping, contract renewals, and identification of potential expansion opportunities.
Stay informed about Oracle Cloud quarterly updates and emerging functionality, ensuring the team is prepared to support new features and capabilities.
Contribute to the evolution of service delivery through AI, automation, and proprietary accelerators designed to improve quality and efficiency.

Requirements

~1 min read

Bachelor's degree in Business, Finance, Information Technology, or a related field, or equivalent professional experience.
Demonstrated experience leading or managing Oracle Cloud AMS or production support engagements, including team leadership responsibilities.
Strong background in service delivery management, SLA governance, and continuous improvement within a support environment.
Experience managing, mentoring, or coaching teams of functional consultants.
Proven ability to own client relationships and lead service review meetings with client stakeholders.
Strong troubleshooting and root cause analysis capabilities, with sound judgment when prioritizing competing demands.
Excellent communication and stakeholder management skills, including the ability to explain technical issues and resolutions to both technical teams and executive audiences.
Collaborative, solution-oriented leadership style, with a strong sense of ownership, accountability, and commitment to service quality.
Nice to have: Oracle Cloud certification.