Global Service Delivery Manager (Oracle / RODOD)

About the role

We are looking for an experienced Global Service Delivery Manager to lead the end‑to‑end delivery of a mission‑critical Oracle environment for a major enterprise programme in Riyadh. The role is highly customer‑facing, acting as the senior operational leader and primary escalation point for complex technical issues across the Oracle stack, including RODOD.

Key responsibilities

• Own and manage daily service delivery, SLAs, KPIs and continuous improvement for a large‑scale Oracle‑based platform.
• Lead incident, problem and change management processes and ensure timely resolution of production issues.
• Serve as the senior liaison with executive stakeholders, presenting service reviews and operational reports.
• Coordinate with Oracle SMEs, development and infrastructure teams to perform root‑cause analysis and implement preventive actions.
• Maintain governance, security compliance and service continuity plans for major releases and upgrades.
• Manage offshore/on‑shore technical teams and third‑party vendors, ensuring global delivery commitments are met.
• Provide leadership, mentorship and direction to operational support staff.

Required profile

• 8+ years of experience in service delivery management, production operations or enterprise support for large IT environments.
• Strong knowledge of ITIL processes and proven ability to manage SLAs and KPIs.
• Excellent communication and stakeholder‑engagement skills, with a track record of working with senior business and IT leaders.

Required skills

• Oracle RODOD (Rapid Offer Design & Order Delivery)
• Oracle Billing, CRM, OSM, SOM or related Oracle Communications modules
• Oracle Fusion Middleware
• Oracle Database
• Oracle Cloud services
• ITIL framework