Operations Service Delivery Manager - Communications (OSS/BSS)

Oracle Communications delivers industry-leading Business Support Systems (BSS) and Operations Support Systems (OSS) solutions that help communications service providers automate operations, accelerate service delivery, and deliver exceptional customer experiences. Our Managed Services team partners with customers to operate, optimize, and continuously improve mission-critical platforms that support their business and network operations.

The Consulting Technical Manager leads day-to-day service delivery across Oracle Communications. As the primary operational contact for customers and internal stakeholders, this role coordinates service delivery activities, drives operational excellence, and ensures incidents, service requests, changes, and operational priorities are managed effectively.

Working closely with customers, technical teams, and service delivery organizations, you will help maintain service stability, improve operational performance, and deliver a consistently high-quality customer experience.

This position is well suited to professionals progressing from roles such as Technical Coordinator, Service Coordinator, Operations Lead, or Project Manager who are ready to take broader ownership of service delivery and operational leadership.

What You Will Do

Customer & Service Delivery

• Serve as the primary operational contact for customer stakeholders and Oracle delivery teams.
• Build trusted relationships with customers, technical teams, and business stakeholders.
• Understand customer priorities, operational objectives, service commitments, and business risks.
• Ensure operational activities align with customer expectations and contractual service levels.
• Coordinate cross-functional teams to deliver consistent, high-quality service outcomes.

Operational Leadership

• Lead daily operational meetings, service reviews, and action-tracking sessions.
• Prioritize and coordinate operational workloads across multiple teams.
• Ensure incidents, service requests, changes, risks, problems, and actions have clear ownership and are progressed to resolution.
• Remove delivery blockers, coordinate dependencies, and escalate issues when appropriate.
• Maintain visibility of operational priorities, service health, risks, upcoming releases, and customer commitments.
• Support operational readiness for deployments, releases, and new or enhanced services.

IT Service Management

Lead and coordinate ITIL-aligned operational processes, including:

• Incident
• Major Incident
• Problem
• Change
• Release
• Emergency Change
• Service Request
• Escalation
• Knowledge
• Continuous Service Improvement

Responsibilities include:

• Ensuring ITSM processes are consistently followed across delivery teams.
• Coordinating incident communications, impact assessments, ownership, escalation, and resolution activities.
• Supporting major incidents through stakeholder communications, recovery coordination, and post-incident reviews.
• Driving problem resolution by identifying recurring issues, trends, root causes, and permanent improvement opportunities.
• Supporting change and release activities through operational readiness reviews, risk assessments, dependency tracking, communication planning, and rollback preparation.
• Tracking corrective actions, lessons learned, and continuous improvement initiatives through completion.
• Supporting SLA achievement, KPI reporting, audit readiness, process compliance, and service governance.

What You Will Bring

Minimum Qualifications

• IT operations, managed services, service delivery, technical coordination, or project coordination.
• Working with customer-facing operational teams in enterprise environments.
• Coordinating incidents, service requests, changes, releases, and operational activities.
• Preparing operational reports, governance updates, risk registers, or executive status reports.
• Facilitating operational meetings and coordinating cross-functional teams.

Preferred Qualifications

• ITIL Foundation certification or equivalent IT Service Management certification.
• Project Management or Agile certification (PMP, PRINCE2, Scrum, Agile, or equivalent).
• Experience supporting cloud services, enterprise applications, platform operations, telecommunications, or managed services.
• Experience with service management platforms and reporting tools such as ServiceNow or equivalent.

What We Offer

• The opportunity to support Oracle Communications BSS and OSS services that help customers run critical business and network operations.
• Exposure to complex service delivery environments, customer-facing operations, and large-scale managed services.
• A collaborative setting where service stability, stakeholder engagement, governance, and continuous improvement are valued.
• Opportunities to influence operational practices, service performance, and customer experience.
• Career growth through ownership of service delivery, cross-functional coordination, and broader operational leadership.
• Competitive compensation, comprehensive benefits, and flexible work arrangements.

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Career Level - IC4