Infosys is seeking a Program Manager Cum AMS Service Delivery Manager for Oracle Fusion Cloud engagements with strong experience in leading end-to-end Oracle Fusion Cloud implementations and managing steady-state application support services. The position will be responsible for overall program governance, delivery planning, scope, schedule, budget, quality, risk and stakeholder management across Oracle Fusion workstreams, while also establishing and operating an ITIL-aligned AMS delivery model. The selected candidate should be able to lead global functional and technical teams, manage implementation and transition-to-support activities, oversee service levels and continual improvement, and work with customer executives, business process owners, Oracle, and partner teams to deliver measurable business outcomes.
Required Qualifications
- Candidate must be located within commuting distance of Mississauga , Canada or be willing to relocate to the area. This position may require travel in Canada.
- Bachelor's degree or foreign equivalent required from an accredited institution. Will also consider three years of progressive experience in the specialty in lieu of every year of education.
- At least 11 years of Information Technology experience.
- Candidates authorized to work for any employer in the Canada without employer-based visa sponsorship are welcome to apply. Infosys is unable to provide immigration sponsorship for this role at this time.
Required Skills:
- 20+ years of Information Technology experience, including minimum 15+ years in Oracle ERP program/project management, service delivery management, or leadership roles.
- Strong experience leading end-to-end Oracle Fusion Cloud implementation programs across one or more areas such as Financials, Procurement, Supply Chain Management, Project Portfolio Management, Human Capital Management, Enterprise Performance Management, reporting, data migration, security, and integrations.
- Demonstrated experience managing AMS engagements, including transition, service stabilization, incident, problem, change, request, release, knowledge, configuration, and continual service improvement processes.
- Strong working knowledge of IT Service Management (ITSM), ITIL practices, service-level agreements, operational-level agreements, priority and severity models, major incident management, root cause analysis, service reporting, and governance.
- Proven ability to manage program plans, financials, resource forecasts, dependencies, RAID items, vendors, quality controls, cutover, go-live, hypercare, and transition to steady-state support.
- Canada Citizenship or Permanent Residency required; Infosys is not able to sponsor at this time.
- Provide overall leadership for Oracle Fusion Cloud implementation and AMS delivery, with accountability for scope, schedule, budget, quality, contractual commitments, customer satisfaction, and business outcomes.
- Establish and drive program governance, including steering committee reviews, executive reporting, integrated planning, milestone tracking, decision management, RAID governance, change control, and cross-workstream dependency management.
- Lead functional, technical, integration, data migration, reporting, security, testing, change management, cutover, and environment teams through design, build, testing, deployment, hypercare, and post-production stabilization.
- Define and operate the AMS service delivery model using ITIL practices; manage incidents, service requests, problems, changes, releases, knowledge, major incidents, escalations, and service continuity in line with agreed SLAs and KPIs.
- Plan and manage the transition from implementation to AMS, including support readiness, knowledge transfer, runbooks, support procedures, ticket routing, monitoring, operational acceptance, hypercare exit criteria, and service stabilization.
- Manage customer stakeholders, business process owners, Oracle, subcontractors, and global delivery teams; facilitate governance forums, resolve escalations, and communicate delivery status, risks, decisions, and recovery actions clearly.
- Drive service performance and continual improvement through SLA/KPI reviews, trend analysis, root cause elimination, automation, shift-left, knowledge management, release discipline, demand management, and productivity improvement initiatives.
- Manage program and service financials, staffing, capacity, utilization, forecasting, invoicing inputs, commercial risks, contractual obligations, audit requirements, and compliance with customer security and operational standards.
Preferred Qualifications
- Experience in Canada Public Sector project engagements
- Project Management Professional (PMP), PRINCE2, ITIL 4 Foundation/Managing Professional, Scrum/Agile, or Oracle Cloud certification is preferred.
- Experience delivering Oracle Fusion Cloud programs and AMS services for Canada public sector or other regulated organizations.
- Experience working in a Global Delivery model, managing multidisciplinary teams, and using ITSM platforms such as ServiceNow, Jira Service Management, BMC Helix, or equivalent tools would be a plus.
- Work Environment
The job may also entail sitting as well as working at a computer for extended periods of time. Candidates should be able to effectively communicate by telephone, email, and face to face.
Estimated annual compensation range for the candidate based in the below location will be:
Ontario- 109,915 to $ 133,581
