Director Delivery - Oracle CX Service Cloud

Director Delivery - Oracle CX Service Cloud

occasional travel as required. Travel destinations will be determined by the client."

Role Overview

As a Director of Delivery, you will serve as a transformation leader guiding clients through their journey from Oracle E-Business Suite (EBS) Service modules to Oracle Cloud CX Service solutions. You will be responsible for end-to-end delivery and management of ERP-driven service programs, ensuring a seamless transition while maximizing business value from both platforms. Leveraging your expertise across EBS Service modules (Install Base, Depot Repair, Service Contracts, Field Service, Advanced Scheduler, etc.) and Oracle Cloud CX Service modules (B2B Service, Service Logistics, Digital Customer Service, Digital Assistant, and Maintenance), you will architect and deliver innovative, high-quality solutions that align with our clients' strategic priorities. This role requires a proactive approach, strong transformation mindset, and the ability to build collaborative relationships with clients and internal / external stakeholders to drive successful outcomes.

Key Responsibilities

Program Leadership

Lead a dedicated customer program and underlying projects from initiation to completion, ensuring the delivery of innovative solutions aligned with client priorities

Set up and lead effective Service related Business processes, overseeing business requirement, fit-gap analysis, RICE Matrix, Business Process Design in line with Oracle CX Service Cloud.

Represent CX Service in cross functional solution design and decisions.

Lead Conference Room Pilots, Design Sessions, Requirement Gathering and Gap Disposition session, System Integration Testing, User Acceptance Testing, Data Conversion, Cut-Over Planning and Hyper Care Issues for the whole service track.

Showcase collaborative leadership skills, interpersonal skills, coaching skills, cross-team management skills

Leading teams to generate a vision, establish direction and motivate members, create an atmosphere of trust, leverage diverse views, coach staff, and encourage innovation

Build relationship with Program Leadership with effective communication and soft skills

Assess and implement improvements in business processes within and across functions

Demonstrating superior analytical, quantitative, and conceptual thinking skills and strong interpersonal and communication skills to ensure successful client projects and team performance.

Client Engagement

Actively build positive, collaborative relationships with clients to understand their business priorities and meet the delivery expectations and quality.

Identify stakeholders across customer and internal teams and perform deep stakeholder analysis including resource backfills and resource contingency planning.

Identify and address client needs by developing impactful client relationships

Effectively manage Client feedback and address Client escalations

Team Management

Build and manage cross functional project teams with diverse expertise across Business and Technology, ensuring alignment with broader business goals and strategies.

Monitor and manage team goals and performance, providing guidance / mentorship / coaching as per the global delivery model

Managing resources across multiple geographies

Building and developing diverse and inclusive teams

Scope Management and Execution

Take end to end accountability in planning, orchestrating and execution of program objectives, goals and scope pertaining to CX Service Cloud solution.

Ensure quality project delivery under the agreed budget and scope

Drive teams towards on-time delivery

Adhere to project governance structure and rhythm according to services delivery methodology.

Achieve milestone-based delivery plans / models aligning to the global delivery model

Execute and orchestrate the execution of task level details and accountability across various sub-tracks within program

Identify and drive client ownership, responsibilities and commitments as per agreed RACI matrix pertaining to CX Service Cloud.

Proven ability in Client Conflict Management, Risk Mitigation and Resolution

Proven ability to deep-dive into existing and potential functional / technical problem areas (Service & Supply Chain), developing corrective course of action

Preparing and presenting complex Solution documentation with accuracy

Understanding and replicating high standard of client services, modeled through ability to develop work approach and communication methods to meet / exceed client requirements and establish maximum impact / outcomes

Demonstrate experience with Microsoft suite and other standard applications used for Project Delivery

Continuos Learning and Innovation

Stay current on Oracle Roadmap and releases, Oracle CX Service Cloud ERP methodologies, tools, and assets / accelerators

Keep skills up to date w.r.t. Industry certifications and trainings, as relevant to the role

Bachelor's degree or equivalent, with at least 20 years of Information Technology experience in Oracle, with deep experience in both Oracle E-Business Suite Service modules (Install Base, Depot Repair, Service Contracts, Field Service, Advanced Scheduler, etc.) and Oracle Cloud CX Service modules such as B2B Service, Service Logistics, Digital Customer Service, Digital Assistant, and Maintenance.

Minimum of 8 years' experience delivering and managing complex ERP programs in Service supply chain area (preferably Oracle Cloud).

Minimum of 5 years' experience managing a project team of ERP resources, onshore and offshore.

Desired Qualifications

Post Graduate degree.

Professional Oracle Cloud CX Service certifications.

Proven experience in leading Oracle E-Business Suite (EBS) Service to Oracle Cloud CX Service transformations, including roadmap definition, coexistence strategies, and execution of transition programs - a strong differentiator for this role.

Prior experience with managing Oracle Cloud ERP programs at Big4 or other leading consulting firms is preferred.

Prior experience with coordinating Oracle ERP Transformation programs with Oracle Sales Team, Oracle Support Team, and Oracle Customer Success Team is preferred.

Prior experience with collaborating across Customer Team, Tax Software Vendor, WMS Software Vendor, and CRM Software Vendor as part of Oracle ERP Transformation programs is preferred.

Deep expertise in Service domain for industries such as B2B Service industry, high-tech, telecommunications, manufacturing, energy, retail, pharmaceuticals, and logistics.

Proven record of high performance and substantial achievements in your past positions.

Ability to work effectively with people at all levels in an organization.

Solid functional knowledge, including but not limited to Service, Install Base, Depot Repair, re-manufacturing, supply chain, etc.

Demonstrated leadership ability in a team environment.