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.

We are seeking an experienced and strategic Oracle Fusion Director to oversee and lead a Global Managed Services team. This leadership role is responsible for ensuring the successful, efficient, and proactive delivery of excellent support services for our customers Oracle Fusion Cloud applications, including Manufacturing, Inventory, Order Management, Finance, Supply Chain, Analytics and Projects. The ideal candidate is a hands-on leader who combines a deep understanding of the Oracle Fusion ecosystem with exceptional communication, team management, and customer relationship skills.

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

Service Delivery and Governance:

• 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:

• Serve as a primary customer contact, fostering relationships and conducting service reviews.
• Escalate critical client matters and collaborate with sales regarding service offerings.
• Foster a customer intimate environment ensuring customer satisfaction and redeemability.

Team Leadership and Development:

• Guide the support team through coaching and performance evaluations.
• Handle staffing, resource allocation, and ensure the team stays updated on Oracle technologies.

Continuous Improvement and Innovation:

• Lead efforts to enhance service quality.
• Develop automation tools.
• Perform root cause analysis for issue prevention and system optimization.

Qualifications:

• Bachelor’s degree in Engineering, Technology, Supply Chain, or equivalent degree is required.
• 8+ years in technology service delivery, with at least 5 years focused on Oracle Fusion Cloud applications, including 3+ years in a leadership role in support or managed services.
• Experience leading Oracle Fusion Cloud managed services engagements.
• Required technical skills include in-depth knowledge of multiple Oracle Fusion application modules (ERP, SCM, Projects) and expertise in managing Oracle Fusion support incidents. Knowledge of ITIL is a plus.
• Strong familiarity with Oracle Process Areas - OTC(Order-To-Cash), DTB(Design-To-Build)/ PTC (Plan-To-Produce), R2R(Record-To-Report), P2P (Procure-To-Pay), Projects
• Relevant Oracle Cloud certifications are highly valued.
• Essential soft skills include strong leadership, communication, analytical, problem-solving, and decision-making abilities, alongside a focus on customer success.

PCG Environment:

• Remote work, traveling only when required by our customers
• Collaborative, supportive environment
• Transparency and open company-wide communication – we want our team members to influence our business strategy and contribute to its team oriented culture
• Customer success focused – we offer our customers full solutions vs. just “plugging a hole”. We assess, provide solutions, create a deployment method and plan, implement, and provide ongoing support
• Work/life balance focus
• Medical, Dental, Vision, 401k, etc.
• Flexible vacation