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Oracle Cloud Service Delivery Manager (SDM)

IBM

California, USA · Texas City, TX, USA

Posted on Jan 28, 2026

Introduction

A career in IBM Consulting is rooted by long-term relationships and close collaboration with clients across the globe. You'll work with visionaries across multiple industries to improve the hybrid cloud and AI journey for the most innovative and valuable companies in the world. Your ability to accelerate impact and make meaningful change for your clients is enabled by our strategic partner ecosystem and our robust technology platforms across the IBM portfolio.

Your role and responsibilities

The Oracle Cloud Service Delivery Manager (SDM) is responsible for the end-to-end delivery, stability, and continuous improvement of Oracle Cloud services, including OCI, Oracle SaaS (ERP, HCM, SCM), and Oracle PaaS. The role ensures services meet SLAs, security, compliance, and business objectives while providing a high-quality customer experience. The SDM acts as the primary interface between customers, Oracle, engineering teams, and business stakeholders.

Key Responsibilities

Own end-to-end service delivery for Oracle Cloud services (OCI, SaaS, PaaS)
Manage SLAs, OLAs, KPIs, and service reviews
Lead incident, problem, and change management aligned with ITIL processes
Conduct root cause analysis and drive preventive actions
Coordinate with Oracle Support (SRs, Sev-1 escalations, MOS)
Manage customer expectations, escalations, and communications
Present service performance, risks, and improvement plans to leadership
Ensure compliance with enterprise security, regulatory, and audit requirements
Enforce Oracle Cloud governance standards and controls
Monitor and optimize Oracle Cloud costs (OCI cost management, tagging, budgets)
Support licensing, contracts, renewals, and ULA discussions
Identify automation and operational efficiency opportunities
Conduct regular governance meetings with you to review open issues and escalated support requests, answer questions, provide metrics on support and change requests, and escalate solutions to problems
Assist with coordinating upgrade and migration plans, when necessary.

This role can be performed anywhere in the US.

Required education

Bachelor's Degree

Required technical and professional expertise

Technical Skills

8+ years of experience in Oracle Cloud or service delivery roles
Strong hands-on knowledge of Oracle Cloud Infrastructure (OCI)
Experience with Oracle SaaS (ERP, HCM, SCM) and/or Oracle PaaS
Understanding of Oracle databases, middleware, and integrations
Familiarity with Oracle Cloud networking, IAM, security, and monitoring
Experience using Oracle Support (MOS), SR management, and escalations
Proven experience in service delivery or managed services environments
Strong ITIL process knowledge (Incident, Problem, Change, Release)
Experience with ITSM tools (ServiceNow, Remedy, Jira, etc.)
Excellent stakeholder and customer-facing communication skills
Strong leadership, coordination, and escalation management abilities
Ability to balance technical depth with business priorities
Structured, detail-oriented, and proactive mindset
Able to travel per project and organizational needs.

Preferred technical and professional experience

Oracle Cloud Infrastructure (OCI) certifications
ITIL (Foundation or higher)
PMP / Agile / SAFe (optional)

ABOUT BUSINESS UNIT

IBM Consulting is IBM’s consulting and global professional services business, with market leading capabilities in business and technology transformation. With deep expertise in many industries, we offer strategy, experience, technology, and operations services to many of the most innovative and valuable companies in the world. Our people are focused on accelerating our clients’ businesses through the power of collaboration. We believe in the power of technology responsibly used to help people, partners and the planet.

YOUR LIFE @ IBM

In a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better.

Being an IBMer means you’ll be able to learn and develop yourself and your career, you’ll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.

Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do.

Are you ready to be an IBMer?

ABOUT IBM

IBM’s greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.

Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we’re also one of the biggest technology and consulting employers, with many of the Fortune 500 companies relying on the IBM Cloud to run their business.

At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it’s time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.

IBM is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, neurodivergence, age, or other characteristics protected by the applicable law. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

OTHER RELEVANT JOB DETAILS

IBM offers a competitive and comprehensive benefits program. Eligible employees may have access to:

- Healthcare benefits including medical & prescription drug coverage, dental, vision, and mental health & well being

- Financial programs such as 401(k), cash balance pension plan, the IBM Employee Stock Purchase Plan, financial counseling, life insurance, short & long- term disability coverage, and opportunities for performance based salary incentive programs

- Generous paid time off including 12 holidays, minimum 56 hours sick time, 120 hours vacation, 12 weeks parental bonding leave in accordance with IBM Policy, and other Paid Care Leave programs. IBM also offers paid family leave benefits to eligible employees where required by applicable law

- Training and educational resources on our personalized, AI-driven learning platform where IBMers can grow skills and obtain industry-recognized certifications to achieve their career goals

- Diverse and inclusive employee resource groups, giving & volunteer opportunities, and discounts on retail products, services & experiences

We consider qualified applicants with criminal histories, consistent with applicable law.

This position was posted on the date cited in the key job details section and is anticipated to remain posted for 21 days from this date or less if not needed to fill the role.

IBM will not be providing visa sponsorship for this position now or in the future. Therefore, in order to be considered for this position, you must have the ability to work without a need for current or future visa sponsorship.

The compensation range and benefits for this position are based on a full-time schedule for a full calendar year. The salary will vary depending on your job-related skills, experience and location. Pay increment and frequency of pay will be in accordance with employment classification and applicable laws. For part time roles, your compensation and benefits will be adjusted to reflect your hours. Benefits may be pro-rated for those who start working during the calendar year.

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