Global Service Delivery Manager (Oracle / RODOD)
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About the Role
**Location:** Riyadh, Saudi Arabia **Engagement:** Long‑Term Contract **Eligibility:** Must hold a **Saudi Premium Residency Visa** *or* be a **Saudi National** ****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 h
Key Skills for This Role
Full Job Posting
Eligibility
Must hold a
Saudi Premium Residency Visa
*or*
be a
Saudi National
****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.
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 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.
- Why This Role?
- Opportunity to lead service operations for a major transformation programme in Saudi Arabia.
- Long-term engagement with enterprise-level visibility.
- Work on cutting-edge Oracle technologies within a highly strategic environment.
Eligibility
Must hold a
Saudi Premium Residency Visa
*or*
be a
Saudi National
- ****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.
- Why This Role?
- Opportunity to lead service operations for a major transformation programme in Saudi Arabia.
- Long-term engagement with enterprise-level visibility.
- Work on cutting-edge Oracle technologies within a highly strategic environment.
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