Director - Managed Services (Oracle Fusion ERP)

Director - Managed Services (Oracle Fusion ERP)

PCG is a trusted provider of tailored end-to-end IT solutions that consistently and predictably deliver business sustainability. PCG is a company built on relationships, partnerships and experiences. We offer a single point of accountability. We have tremendous resources and capabilities in place to care for each and every aspect of a customer’s technology environment—from the back office to edge apps to the cloud and across the entire supply and demand chain. Whether it’s enterprise application cloud and hosting solutions or enterprise application (ERP) implementation and management, partner with our customers for success.

A great place to work.

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What You Will Do :

This role will have leader responsibilities for the delivery, governance, and growth of managed services for Oracle Fusion Applications and related modules. Key responsibilities include managing a team of Oracle professionals, ensuring customer satisfaction, driving operational excellence through ITIL frameworks, achieving Key Performance Indicators (KPIs), and contributing to strategic initiatives, service offering development, and revenue targets. The role requires deep expertise in Oracle Cloud Fusion, strong leadership, and customer-facing skills. This role will be accountable for overall program success, governance, global team coordination and the Fusion release notes review and identifying risk and potential impact / improvements for designated customers.

Our customer is a defense technology company therefore requiring candidates for this role to be a US Citizen or Green Card holder.

Location : PCG employees can reside anywhere in the US and work remote when not traveling to the customer site. Travel will be required periodically but will be minimal – up to 15%. The ideal candidate should be able to travel within the United States as well as internationally.

Responsibilities

• Manage end-to-end Oracle Fusion Managed Services operations, including incident management, service requests, and ongoing system optimization.
• Establish and enforce ITIL-based service management frameworks and processes to ensure consistency and quality.
• Oversee support queues, triage issues, and coordinate with internal and external stakeholders for timely resolution of production problems.
• Ensure all client Service Level Agreements (SLAs) and internal Key Performance Indicators (KPIs) are consistently met or exceeded.
• Generate and analyze support metrics and performance reports to monitor service delivery and identify opportunities for improvement.
• Continuous review of Fusion release notes and identifying risk and potential impact / improvements for designated customers

Customer and Stakeholder Management

Team Leadership and Development

Continuous Improvement and Innovation

Qualifications

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