Operations Manager ERP Ecosystem

We are seeking a dynamic and experienced leader to establish and run a high-performance Oracle ERP L2/L3 support hub in Bangalore. This is a pivotal leadership role designed to build a world-class support factory that will progressively become the central pillar of our global Oracle Cloud ERP operations.

In this strategic role you will be responsible for the end-to-end lifecycle of our support services covering critical business functions like Finance Project Portfolio Management (PPM) and Human Capital Management (HCM). You will lead the recruitment and development of a large team of functional and technical experts orchestrate a complex knowledge transition from our current partner and drive operational excellence to ensure we meet and exceed global service level agreements.

This is a high-visibility role for a transformational leader offering the opportunity to shape a new global capability centre and work extensively with international stakeholders.

Team Setup & Leadership

Recruit & Scale: Lead the end-to-end recruitment and onboarding strategy to build a team of 25-50 FTEs by the end of 2026 establishing a robust talent pipeline.

Mentorship: Identify mentor and develop a Deputy Manager to ensure operational resilience business continuity and succession planning.

People Management: Act as the single point of accountability for team performance capacity planning workload distribution and workforce management including attrition and absence management.

Culture Building: Forge a high-performance team culture grounded in accountability collaboration and an unwavering commitment to service excellence. Transition & Knowledge Transfer

Structured Transition: Define and execute a comprehensive knowledge transfer plan (3-6 months) from our incumbent service provider ensuring a seamless and risk-free transition of all support activities.

Progressive Takeover: Lead a phased parallel-run approach to take full ownership of the support function validating team readiness and process maturity at each stage.

Documentation & Enablement: Ensure the creation and maintenance of a robust knowledge base comprehensive system documentation and training materials to empower the team. Service Delivery & Operations (L2 Support)

End-to-End Service Ownership: Manage the full lifecycle of Oracle ERP support including:

• Incident & Problem Management: Ensure resolution aligns with strict SLAs and KPI targets (availability resolution time CSAT etc.).
• Change & Release Management: Oversee the intake prioritization and execution of change requests including the management of quarterly patching cycles and environment refreshes.
• Technical Stewardship: Coordinate with middleware data and infrastructure teams to manage integrations (APIs OIC) and ensure system stability.
• Reporting & Analytics: Manage the delivery of critical reports and dashboards using OTBI and BI Publisher providing actionable insights to stakeholders.

Process Tools & Performance Management

ITIL Framework: Define implement and continuously improve ITIL-aligned processes (Incident Problem Change Knowledge Service Level Management).

Tooling & Metrics: Deploy and optimize ITSM tools to automate workflows enhance reporting and provide real time visibility into service performance.

Continuous Improvement: Champion a culture of continuous improvement by identifying automation opportunities eliminating manual processes and leveraging agentic AI capabilities to enhance efficiency.

Governance & Reporting: Deliver regular data-driven performance reports to senior leadership and global governance bodies. Stakeholder & Ecosystem Management

Global Interface: Serve as the primary point of contact for global IT leadership business stakeholders and European partners effectively bridging time zones and cultural differences.

Cross-Functional Collaboration: Work closely with internal teams including Solution Architects Business Analysts Middleware and Data & Infrastructure teams to ensure cohesive service delivery.

Strategic Contribution: Actively contribute to the strategic direction of the Global IT Applications group positioning the Bangalore center as a key strategic asset. Context & Organizational Positioning

The role is part of a strategic transformation program to build an India-centric GCC model (85% India footprint)

The manager is a key operational leader within the Global IT organization

The position interacts daily with international stakeholders especially in Europe

The organization aims to build long-term internal capabilities and reduce dependency on external vendors

Qualifications :

• Education: Bachelors or masters degree in computer science Information Technology Business Administration or a related field.
• Experience: 10 years of total experience with at least 10 years in a leadership role managing Oracle ERP support services.
• Preferred Certification: ITIL v3/v4 Certification; Oracle Cloud certifications (e.g. Financials HCM) are a significant plus.

Additional Information :

Proven experience in building scaling and leading L2/L3 support teams of 20 FTEs in a global delivery model.

Deep hands-on experience in managing Oracle Cloud ERP support services specifically across Finance PPM and HCM modules.

Strong background in Application Management Services (AMS) or support factory models.

Demonstrated experience in managing complex transitions or Build-Operate-Transfer (BOT) projects ideally in consulting or system integration firms.

Must have experience collaborating with European stakeholders (Ideally French) and navigating multicultural matrixed environments. Technical & Functional Expertise

Deep Domain Knowledge:

Expert understanding of Oracle Cloud ERP (Finance PPM HCM) and its underlying architecture.

ITIL Mastery: Strong command of ITIL service lifecycle processes specifically Incident Problem Change and Release Management.

Technical Acumen: Working knowledge of integration technologies (APIs OIC) environment management and reporting tools (OTBI BI Publisher).

SLA Management: Proven track record of managing KPI and SLA-driven support models with a focus on service quality and customer satisfaction.

Leadership & Soft Skills

Structured & Analytical: Strong organizational skills with a data-driven approach to problem-solving and decision making.

Inspirational Leader: A natural people leader with a talent for recruiting mentoring and motivating diverse high performing teams.

Exceptional Communicator: Excellent verbal and written communication skills in English with the ability to articulate complex technical issues to senior executives.

Strategic & Execution-Oriented: A visionary leader who can define a clear roadmap and also roll up their sleeves to drive execution in a transformation context.

Resilient & Adaptable: Possesses high ownership accountability and the ability to navigate ambiguity and manage change effectively.

Success Metrics (First 12-18 Months)

• Successful recruitment build-out and stabilization of the Bangalore L2 support team.
• Seamless and timely completion of knowledge transfer and full operational transition.
• Achievement of target headcount and operational readiness by the end of 2026.
• Consistent compliance with defined SLA/KPI targets for service quality and delivery performance.
• Establishment of a robust governance model and continuous improvement culture.

Remote Work :

No

Employment Type :

Full-time