Practice Director
Practice Director
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Job Description
Key Responsibilities
JOB DESCRIPTION
AMS Strategy & Leadership
Incident Management
Own And Report On Key AMS Metrics Including
Education
Mandatory
Functional Competencies
JOB DESCRIPTION
AMS Strategy & Leadership
- Define and execute the Oracle AMS strategy aligned with organizational growth objectives.
- Establish a scalable, efficient, and customer-centric AMS operating model.
- Lead multi-disciplinary Oracle support teams across:
- Oracle ERP/Financials
- Oracle HCM
- Oracle SCM
- Oracle EPM
- Oracle Integration Cloud (OIC)
- Oracle Analytics Cloud (OAC)
- Reporting and Data Management
- Drive transformation initiatives focused on automation, AI-enabled support, and operational excellence.
- Build a culture of accountability, innovation, collaboration, and continuous improvement.
- Own end-to-end delivery of AMS services across multiple customer accounts.
- Ensure compliance with contractual SLAs, KPIs, and operational commitments.
- Establish governance frameworks for support operations.
- Conduct regular service reviews and executive governance meetings.
- Monitor service health, incident trends, backlog management, and customer satisfaction metrics.
- Ensure timely resolution of incidents, service requests, and enhancement requests.
Incident Management
- Ensure effective incident handling and prioritization processes.
- Minimize business disruption through rapid restoration of services.
- Improve Mean Time to Resolution (MTTR).
- Lead root cause analysis initiatives for recurring issues.
- Implement permanent fixes and preventive measures.
- Drive reduction in repeat incidents.
- Maintain Known Error Database (KEDB).
- Govern production changes and release activities.
- Minimize change-related service disruptions.
- Ensure compliance with change approval processes.
- Establish CSI programs across AMS engagements.
- Track improvement opportunities and benefits realization.
- Develop resource forecasting models based on:
- Ticket volumes
- Seasonality
- Customer growth
- Project transitions
- Oracle release cycles
- Manage a shared pool support model across multiple accounts.
- Optimize consultant utilization while maintaining service quality.
- Ensure adequate staffing levels for peak business periods.
- Plan succession, backup coverage, and skill redundancy.
- Create scalable workforce plans supporting growth objectives.
- Operate and optimize a centralized AMS shared services model.
- Balance resource allocation across multiple customer engagements.
- Drive standardization of support processes and delivery methodologies.
- Establish cross-functional support structures for Oracle functional and technical teams.
- Improve productivity through reusable assets and knowledge repositories.
- Serve as executive escalation point for critical customer issues.
- Build trusted advisor relationships with customer leadership teams.
- Conduct quarterly business reviews and service governance meetings.
- Drive customer retention and expansion opportunities.
- Identify upsell and cross-sell opportunities within existing accounts.
- Leverage AI and automation to improve support efficiency.
- Implement proactive monitoring and predictive support mechanisms.
- Drive self-service and knowledge-centered support initiatives.
- Establish operational dashboards and real-time service reporting.
- Reduce manual effort through automation frameworks and bots.
Own And Report On Key AMS Metrics Including
- SLA Achievement
- Customer Satisfaction (CSAT)
- Net Promoter Score (NPS)
- MTTR
- Incident Volume Trends
- Problem Management Effectiveness
- Resource Utilization
- Capacity Forecast Accuracy
- Backlog Health
- Automation Benefits Realization
- Employee Productivity Metrics
- Build and mentor high-performing Oracle AMS teams.
- Establish competency frameworks and career development plans.
- Promote Oracle certifications and continuous learning.
- Develop future AMS leaders and succession pipelines.
- Conduct performance reviews and coaching sessions.
Education
- Bachelor's Degree in Engineering, Information Technology, Computer Science, Business Administration, or related discipline.
- Master's Degree preferred.
Mandatory
- ITIL Foundation Certification
- ITIL Problem Management Certification
- ITIL Intermediate/Managing Professional
- Oracle Cloud Certifications
- PMP or PRINCE2
- Agile/Scrum Certifications
- 15+ years of overall IT experience.
- 10+ years managing Oracle Application Support and AMS engagements.
- 5+ years leading large Oracle AMS organizations.
- Experience managing global support teams and shared service delivery models.
- Strong understanding of Oracle Cloud Applications:
- ERP
- Financials
- HCM
- SCM
- EPM
- OIC
- Analytics
- Experience handling multi-million-dollar AMS portfolios.
- Proven expertise in Capacity Planning and Workforce Management.
- Experience supporting global customers across multiple time zones.
Functional Competencies
- Oracle Cloud Applications
- AMS Delivery Management
- ITIL Service Management
- Problem Management
- Capacity Planning
- Shared Services Operations
- Service Governance
- Customer Success Management
- Strategic Thinking
- Executive Presence
- Stakeholder Management
- Decision Making
- Conflict Resolution
- Team Building
- Change Leadership
- ServiceNow or equivalent ITSM tools
- Oracle Fusion Applications
- Oracle Integration Cloud
- Oracle Analytics
- Support Automation Platforms
- AI-enabled Service Management
More Info
Key Skills
Oracle ERP Financials
Oracle Integration Cloud OIC
ServiceNow or equivalent ITSM tools
Support Automation Platforms
Oracle Analytics Cloud OAC
Oracle EPM
Oracle Fusion Applications
AI-enabled Service Management
About Company