Managed Services Leader – Oracle Fusion Applications

Position Title: Managed Services Leader – Oracle Fusion Applications

Location: India (Remote / Hybrid)-Must be willing to support US business hours overlap.

Reporting To: Executive Leadership Team – KAPITAL / Test Kapital

About KAPITAL

KAPITAL is an Oracle-focused talent, consulting, and managed services organization helping enterprises navigate Oracle Cloud transformation through specialized expertise in:

• Oracle Fusion Applications
• Oracle Cloud Testing & Automation
• Managed Services
• Talent Solutions
• AI-native delivery models

Our mission is: Connecting People to Life-Changing Opportunities.

Position Summary

The Managed Services Leader will own the delivery, operations, client success, growth, and scalability of Oracle Fusion Application Managed Services engagements for US-based customers.

This individual will lead cross-functional support teams across:

• Oracle ERP Cloud
• HCM Cloud
• SCM Cloud
• EPM
• Technical/Integrations
• Security
• Reporting/Analytics
• Quarterly Release Management
• Testing Coordination

The role requires building a proactive, SLA-driven, automation-oriented managed services culture focused on:

• responsiveness,
• accountability,
• business continuity,
• operational excellence,
• and exceptional client experience.

Key Responsibilities

Managed Services Leadership

• Lead and scale Oracle Fusion Managed Services operations for multiple US enterprise clients.
• Establish operational rigor across incident management, service requests, enhancements, release management, and production support.
• Build a follow-the-sun and high-availability support mindset.
• Drive SLA adherence, ticket resolution quality, escalation management, and customer satisfaction.

Client Relationship Management

• Serve as a trusted advisor to client stakeholders including CIOs, ERP Directors, Application Managers, and PMOs.
• Conduct regular operational reviews and executive service reviews.
• Build long-term client trust through responsiveness, transparency, and proactive communication.
• Identify opportunities for account expansion and continuous improvement.

Oracle Fusion Expertise

• Provide leadership oversight across Oracle Fusion modules including:
• ERP, HCM, SCM, EPM & CX
• Integrations & Reporting/OTBI
• Lead quarterly Oracle Cloud update readiness planning and impact analysis.
• Coordinate testing and validation efforts during Oracle quarterly releases.

Delivery & Operations Excellence

• Establish KPI-driven service delivery operations.
• Implement ticketing governance, escalation paths, knowledge management, and root cause analysis processes.
• Build standardized runbooks, SOPs, and support playbooks.
• Improve operational maturity through automation and AI-enabled service delivery.

Team Leadership

• Hire, mentor, and lead Oracle Fusion support consultants, analysts, and delivery leads.
• Build a high-performance culture emphasizing: accountability, professionalism, responsiveness, ownership, and continuous improvement.
• Conduct performance reviews and career development planning.

Commercial & Growth Responsibilities

• Support pre-sales discussions and solution presentations for managed services opportunities.
• Participate in transition planning from implementation projects into managed services.
• Help define pricing models, support structures, SLAs, and staffing strategies.
• Collaborate with sales leadership on account growth opportunities.

Required Qualifications

• 10+ years of experience in Oracle Applications.
• 5+ years managing Oracle Fusion Application support or managed services teams.
• Strong understanding of ITIL-based support operations.
• Experience supporting US-based enterprise clients.
• Strong experience in Oracle Fusion Cloud applications.
• Experience managing offshore/onshore delivery coordination.
• Strong understanding of SLA-based support environments.
• Excellent written and verbal English communication skills.
• Ability to lead client-facing executive discussions.
• Experience with ticketing/service management platforms such as:
• ServiceNow, Jira, Freshservice, Zoho Desk, ManageEngine, HaloPSA or similar platforms.

Preferred Qualifications

• ITIL certification preferred.
• Oracle Cloud certifications preferred.
• Experience with Oracle quarterly release management.
• Experience with testing automation platforms such as:
• Tricentis, Opkey, Tosca, Selenium
• Experience working with Oracle Systems Integrators or Oracle Consulting ecosystem.
• Exposure to AI-enabled service operations and automation.

Leadership Traits We Value: We are looking for leaders who are highly accountable, calm under pressure, operationally disciplined, client-obsessed, proactive, data-driven, respectful, growth-oriented, and capable of building trust across cultures and geographies.

Success Metrics (First 12 Months)

The successful candidate will help:

• Build and stabilize managed services operations.
• Achieve high client satisfaction scores.
• Improve SLA adherence and response times.
• Reduce recurring production issues.
• Improve Oracle quarterly release readiness.
• Establish operational dashboards and reporting.
• Scale delivery teams efficiently.
• Contribute to managed services revenue growth.

Compensation

Highly Competitive & Exceptional compensation package based on experience and leadership capability.

Performance incentives tied to:

• client satisfaction,
• operational excellence,
• growth,
• and team performance.

Why Join KAPITAL

This is an opportunity to help build a modern Oracle Cloud Managed Services organization from the ground up — one that combines:

• Oracle expertise,
• automation,
• AI-native delivery thinking,
• and high-touch client partnership.

You will have the opportunity to shape:

• operational strategy,
• team culture,
• client experience,
• and the future direction of our managed services business.