Global Service Delivery Manager (Oracle / RODOD)
12 month contract.
Location: Riyadh, Saudi Arabia
Engagement: Long‑Term Contract opportunity
Eligibility: Must hold a Saudi Premium Residency Visaor be a Saudi. Due to time constraints, we are not able to offer sponsorship.
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 (including RODOD if applicable).
- Manage daily operations, SLAs, service performance, and continuous service improvement initiatives.
- Oversee incident, problem, and change management processes.
Customer & Stakeholder Engagement
- 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.
Technical Troubleshooting & Operational Management
- 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.
Governance, Quality & Risk Management
- 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.
Vendor & Team Coordination
- Manage relationships with offshore/onshore technical teams and third-party vendors.
- Ensure service commitments are met across a global delivery model.
- Provide leadership, direction, and mentorship to operational support teams.
Required Skills & Experience
Technical Expertise
- Strong background with the Oracle application ecosystem, ideally including:
- RODOD (Oracle's Rapid Offer Design & Order Delivery solution)
- Oracle Billing, CRM, OSM, SOM, or related Oracle Communications modules
- Oracle Fusion Middleware, Oracle DB, or Oracle Cloud
- Proven ability to troubleshoot production issues in a complex, multi‑tier, integrated Oracle environment.
Service Delivery & Operations
- 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.
Interpersonal & Leadership Skills
- 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.
Eligibility Requirements
- Must be a Saudi 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.
