Job Requirements
Saint Louis, MO
Clearance Unspecified Polygraph not specified
Senior Level Career (10+ yrs experience)
Salary not specified
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Job Description
Role Purpose
The Program Manager will lead the day-to-day coordination, governance, and continuous improvement of Oracle post-implementation support delivered through an Application Managed Services model. This role will act as the operational bridge between business stakeholders, IT leadership, Oracle functional teams, technical teams, AMS partners, and service management teams to ensure stable operations, timely issue resolution, effective change management, and measurable business value from Oracle platforms.
Position Summary
The Program Manager will be responsible for organizing, managing, and improving Oracle support operations after implementation. This includes oversight of incidents, service requests, enhancements, defects, integrations, reporting needs, release planning, environment coordination, vendor performance, and business communications.
The ideal candidate will have strong experience managing ERP support operations, preferably Oracle Cloud ERP, Oracle EBS, Oracle Fusion, SCM, Finance, Manufacturing, HCM, or related Oracle platforms. They should understand how to run support through an AMS model, including SLAs, ticket triage, escalation paths, governance meetings, continuous improvement, and vendor accountability.
Key Responsibilities
1. AMS Governance and Operating Model
Own and manage the Oracle post-go-live support operating model across business, IT, and AMS partner teams.
Responsibilities include:
Establishing and maintaining support governance, cadence, roles, responsibilities, and escalation paths.
Running daily, weekly, and monthly AMS governance meetings.
Managing AMS partner performance against agreed service levels.
Ensuring clear ownership across Level 1, Level 2, Level 3, business super users, internal IT, and vendor teams.
Maintaining a structured intake and prioritization process for incidents, service requests, enhancements, and defects.
Driving operational discipline around ticket aging, backlog, root cause analysis, and SLA adherence.
2. Day-to-Day Oracle Support Management
Coordinate daily Oracle support activities to ensure business continuity and rapid resolution of operational issues.
Responsibilities include:
Monitoring open incidents, defects, enhancement requests, and production support tickets.
Facilitating daily triage calls for high-priority issues.
Coordinating issue resolution across Oracle functional, technical, integration, reporting, infrastructure, and security teams.
Ensuring business-critical processes such as order-to-cash, procure-to-pay, record-to-report, plan-to-produce, inventory, manufacturing, and financial close are supported effectively.
Managing production support during month-end, quarter-end, year-end, and other critical business cycles.
Ensuring knowledge articles, SOPs, and support documentation are maintained.
3. Stakeholder and Business Relationship Management
Act as the primary coordination point between business users, IT, and the AMS provider.
Responsibilities include:
Building strong relationships with business process owners, super users, IT leaders, and AMS teams.
Communicating ticket status, issue trends, risks, and support performance clearly to stakeholders.
Translating business priorities into actionable support workstreams.
Managing expectations on delivery timelines, prioritization, and support capacity.
Coordinating business validation, user acceptance, regression testing, and deployment approvals.
Ensuring business users receive timely updates on incidents, enhancements, and planned releases.
4. Incident, Problem, and Escalation Management
Lead structured resolution of incidents and recurring issues.
Responsibilities include:
Managing severity-based escalation processes.
Coordinating major incident response for high-impact Oracle issues.
Driving root cause analysis for recurring or critical incidents.
Ensuring corrective and preventive actions are documented and tracked.
Monitoring ticket aging and pushing teams toward timely closure.
Escalating vendor, resource, or business dependency issues when required.
Ensuring communication plans are in place for high-severity incidents.
5. Enhancement and Change Management
Manage the intake, prioritization, and delivery of Oracle enhancements and minor change requests.
Responsibilities include:
Maintaining an enhancement backlog.
Facilitating prioritization discussions with business and IT leadership.
Coordinating estimates, impact assessments, approvals, development, testing, and deployment.
Ensuring changes follow IT change management and release management processes.
Coordinating Oracle quarterly updates, patches, regression testing, and release readiness.
Managing release calendars and deployment communications.
Ensuring proper documentation, training, and knowledge transfer for delivered changes.
6. Performance, Reporting, and Continuous Improvement
Develop metrics and insights to improve Oracle support operations.
Responsibilities include:
Creating dashboards for ticket volumes, SLA performance, backlog, aging, defect trends, enhancement throughput, and recurring issues.
Reporting AMS performance to IT and business leadership.
Identifying opportunities for process automation, self-service, knowledge management, and support optimization.
Driving continuous improvement initiatives to reduce ticket volume and improve user experience.
Monitoring support cost, resource utilization, and AMS productivity.
Reviewing lessons learned from incidents, releases, and business cycles.
Required Experience
8+ years of experience in IT program management, ERP support management, application support, or enterprise systems delivery.
3+ years of experience managing Oracle post-implementation support or Oracle AMS operations.
Experience working with Oracle Cloud ERP, Oracle Fusion, Oracle EBS, or related Oracle enterprise applications.
Strong understanding of ITIL-based service management practices, including incident, problem, change, and release management.
Experience managing third-party AMS providers or system integrators.
Experience coordinating functional and technical Oracle teams.
Proven ability to manage executive communications, operational reporting, and stakeholder expectations.
Experience with support tools such as ServiceNow, Jira, Azure DevOps, Oracle Support, or similar ticketing platforms.
Experience supporting critical business cycles such as financial close, supply chain execution, procurement, manufacturing, or order management.
Preferred Experience
Oracle Cloud ERP post-go-live stabilization experience.
Experience with Oracle modules such as Financials, Procurement, SCM, Manufacturing, Inventory, Order Management, Projects, HCM, or EPM.
Experience managing Oracle quarterly patch cycles and regression testing.
Experience with offshore, nearshore, and onshore support models.
Experience implementing AMS governance from the ground up.
Knowledge of integration support, middleware, reporting, data conversion, and security administration.
Experience with Power BI, Oracle Analytics, OTBI, BI Publisher, or operational reporting tools.
PMP, ITIL, Scrum Master, or Oracle certification preferred.
The Program Manager will lead the day-to-day coordination, governance, and continuous improvement of Oracle post-implementation support delivered through an Application Managed Services model. This role will act as the operational bridge between business stakeholders, IT leadership, Oracle functional teams, technical teams, AMS partners, and service management teams to ensure stable operations, timely issue resolution, effective change management, and measurable business value from Oracle platforms.
Position Summary
The Program Manager will be responsible for organizing, managing, and improving Oracle support operations after implementation. This includes oversight of incidents, service requests, enhancements, defects, integrations, reporting needs, release planning, environment coordination, vendor performance, and business communications.
The ideal candidate will have strong experience managing ERP support operations, preferably Oracle Cloud ERP, Oracle EBS, Oracle Fusion, SCM, Finance, Manufacturing, HCM, or related Oracle platforms. They should understand how to run support through an AMS model, including SLAs, ticket triage, escalation paths, governance meetings, continuous improvement, and vendor accountability.
Key Responsibilities
1. AMS Governance and Operating Model
Own and manage the Oracle post-go-live support operating model across business, IT, and AMS partner teams.
Responsibilities include:
Establishing and maintaining support governance, cadence, roles, responsibilities, and escalation paths.
Running daily, weekly, and monthly AMS governance meetings.
Managing AMS partner performance against agreed service levels.
Ensuring clear ownership across Level 1, Level 2, Level 3, business super users, internal IT, and vendor teams.
Maintaining a structured intake and prioritization process for incidents, service requests, enhancements, and defects.
Driving operational discipline around ticket aging, backlog, root cause analysis, and SLA adherence.
2. Day-to-Day Oracle Support Management
Coordinate daily Oracle support activities to ensure business continuity and rapid resolution of operational issues.
Responsibilities include:
Monitoring open incidents, defects, enhancement requests, and production support tickets.
Facilitating daily triage calls for high-priority issues.
Coordinating issue resolution across Oracle functional, technical, integration, reporting, infrastructure, and security teams.
Ensuring business-critical processes such as order-to-cash, procure-to-pay, record-to-report, plan-to-produce, inventory, manufacturing, and financial close are supported effectively.
Managing production support during month-end, quarter-end, year-end, and other critical business cycles.
Ensuring knowledge articles, SOPs, and support documentation are maintained.
3. Stakeholder and Business Relationship Management
Act as the primary coordination point between business users, IT, and the AMS provider.
Responsibilities include:
Building strong relationships with business process owners, super users, IT leaders, and AMS teams.
Communicating ticket status, issue trends, risks, and support performance clearly to stakeholders.
Translating business priorities into actionable support workstreams.
Managing expectations on delivery timelines, prioritization, and support capacity.
Coordinating business validation, user acceptance, regression testing, and deployment approvals.
Ensuring business users receive timely updates on incidents, enhancements, and planned releases.
4. Incident, Problem, and Escalation Management
Lead structured resolution of incidents and recurring issues.
Responsibilities include:
Managing severity-based escalation processes.
Coordinating major incident response for high-impact Oracle issues.
Driving root cause analysis for recurring or critical incidents.
Ensuring corrective and preventive actions are documented and tracked.
Monitoring ticket aging and pushing teams toward timely closure.
Escalating vendor, resource, or business dependency issues when required.
Ensuring communication plans are in place for high-severity incidents.
5. Enhancement and Change Management
Manage the intake, prioritization, and delivery of Oracle enhancements and minor change requests.
Responsibilities include:
Maintaining an enhancement backlog.
Facilitating prioritization discussions with business and IT leadership.
Coordinating estimates, impact assessments, approvals, development, testing, and deployment.
Ensuring changes follow IT change management and release management processes.
Coordinating Oracle quarterly updates, patches, regression testing, and release readiness.
Managing release calendars and deployment communications.
Ensuring proper documentation, training, and knowledge transfer for delivered changes.
6. Performance, Reporting, and Continuous Improvement
Develop metrics and insights to improve Oracle support operations.
Responsibilities include:
Creating dashboards for ticket volumes, SLA performance, backlog, aging, defect trends, enhancement throughput, and recurring issues.
Reporting AMS performance to IT and business leadership.
Identifying opportunities for process automation, self-service, knowledge management, and support optimization.
Driving continuous improvement initiatives to reduce ticket volume and improve user experience.
Monitoring support cost, resource utilization, and AMS productivity.
Reviewing lessons learned from incidents, releases, and business cycles.
Required Experience
8+ years of experience in IT program management, ERP support management, application support, or enterprise systems delivery.
3+ years of experience managing Oracle post-implementation support or Oracle AMS operations.
Experience working with Oracle Cloud ERP, Oracle Fusion, Oracle EBS, or related Oracle enterprise applications.
Strong understanding of ITIL-based service management practices, including incident, problem, change, and release management.
Experience managing third-party AMS providers or system integrators.
Experience coordinating functional and technical Oracle teams.
Proven ability to manage executive communications, operational reporting, and stakeholder expectations.
Experience with support tools such as ServiceNow, Jira, Azure DevOps, Oracle Support, or similar ticketing platforms.
Experience supporting critical business cycles such as financial close, supply chain execution, procurement, manufacturing, or order management.
Preferred Experience
Oracle Cloud ERP post-go-live stabilization experience.
Experience with Oracle modules such as Financials, Procurement, SCM, Manufacturing, Inventory, Order Management, Projects, HCM, or EPM.
Experience managing Oracle quarterly patch cycles and regression testing.
Experience with offshore, nearshore, and onshore support models.
Experience implementing AMS governance from the ground up.
Knowledge of integration support, middleware, reporting, data conversion, and security administration.
Experience with Power BI, Oracle Analytics, OTBI, BI Publisher, or operational reporting tools.
PMP, ITIL, Scrum Master, or Oracle certification preferred.
group id: 10323344
