Job Title: Senior Manager – Oracle HCM Client Engagement & Managed Services

Location: Remote Job

Duration: Full-time/Permanent

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- The successful candidate will be responsible for managing strategic client relationships, overseeing Oracle Fusion HCM Managed Services delivery, and ensuring high levels of customer satisfaction across multiple enterprise client engagements.
- This is a highly client-facing role requiring exceptional communication skills, strong Oracle Fusion HCM functional knowledge, and the ability to independently manage client expectations, escalations, and delivery priorities.
- This is a fast-paced, high-volume managed services environment. On any given day the candidate may be balancing multiple clients, consultants, and deadlines, sometimes with several escalations in the same day or week, and must remain composed, organized, and responsive throughout. The role calls for strong executive presence, a calm and approachable style with clients, and meticulous attention to detail.
- The role also requires strong operational and commercial oversight, including managing internal resources and accountability for delivery timelines and escalations; planning and developing change requests and statements of work (SOWs); managing scope changes, enhancements, and recent requirements; and maintaining effective communication with client stakeholders and executive leadership throughout the full managed services contract lifecycle.
- The ideal candidate is comfortable independently leading client discussions, brings strong stakeholder management skills, and has practical experience supporting Oracle HCM applications in complex enterprise environments and coordinating globally distributed delivery teams.

Key Success Factors The successful candidate will demonstrate:

- Exceptional client communication & presence: Communicates confidently and concisely at every level, from day-to-day client contacts to the C-suite.
- Strong Oracle HCM expertise: Ability to understand functional requirements, guide delivery teams, and advise clients.
- Independent client ownership: Ability to manage client relationships, escalations, and delivery expectations with minimal supervision.
- Calm under pressure: Defuses tense situations quickly, de-escalates with empathy and facts, and drives issues to clear resolution, even when several escalations land at once.
- Organized multitasking & attention to detail: Juggles multiple clients, resources, and deadlines without dropping commitments; status reports, financials, and documents are accurate the first time.
- Delivery accountability: Commitment to meeting service obligations and maintaining operational stability.
- Proactive problem-solving: Ability to anticipate risks, recommend solutions, and drive timely resolution.
- Collaborative leadership: Ability to coordinate and influence cross-functional teams in a global delivery environment.




- Fast ramp-up: Quickly absorbs account history, relationships, and open commitments to take ownership of an established client portfolio.

Required Qualifications & Experience

- Bachelor's degree in Human Resources, Business Administration, Information Technology, or a related discipline.
- 10+ years of experience in Oracle HCM consulting, enterprise HR technology, or application support.
- 5+ years of relevant experience working with Oracle Fusion HCM applications.
- Strong understanding of application support processes, service governance, incident management, and SLAs.
- Proven experience in client-facing engagement management, consulting, or Managed Services delivery.
- Track record of managing multiple concurrent enterprise client accounts and escalations in a fast-paced, high-volume managed services environment.
- Demonstrated ability to independently manage enterprise client relationships and executive-level communications.
- Hands-on experience preparing status reports, financial and budget tracking, change requests, scope documents, and Statements of Work (SOWs).
- Experience working with globally distributed functional and technical teams.
- Excellent written and verbal communication, presentation, stakeholder management, and problem-solving skills.
- Advanced proficiency in Microsoft PowerPoint and Excel for executive presentations, sales decks, and financial tracking.

Preferred Qualifications

- Prior experience in Oracle Fusion HCM Application Managed Services (AMS) including full life cycle HCM implementations.
- Exposure to Oracle Redwood UX transformation and quarterly release management.
- Familiarity with service-delivery management practices and ticketing systems.
- Experience supporting pre-sales activities, including solution scoping, proposals, and sales presentations.

Detailed Responsibilities: 1. Client Engagement & Communication

- Act as the primary point of contact for assigned Oracle HCM Managed Services clients.
- Build and maintain strong working relationships with client HR, HRIS, IT, and C-suite business stakeholders.
- Anticipate client concerns and proactively manage expectations through structured communication, transparent reporting, and timely escalation.
- Lead client status meetings, governance discussions, Monthly Business Reviews (MBRs), and Quarterly Business Reviews (QBRs).
- Independently manage challenging client conversations, service escalations, and competing business priorities.




- Serve as the first point of escalation: de-escalate quickly, communicate a clear recovery plan, and follow through to closure, often across several concurrent escalations.

2. Managed Services Delivery & Governance

- Oversee day-to-day Oracle HCM Managed Services delivery for assigned client accounts.
- Monitor service performance, ticket resolution, SLAs, enhancement requests, and delivery commitments.
- Establish clear governance processes, escalation mechanisms, and accountability across delivery teams.
- Proactively identify delivery risks, resource constraints, and potential service disruptions.
- Drive continuous improvement initiatives to enhance service quality and client satisfaction.

3. Oracle Fusion HCM Functional Advisory

- Apply Oracle Fusion HCM functional knowledge to translate client business needs into clear requirements, evaluate options, and advise clients on quarterly release impacts.
- Provide client-facing leadership and governance oversight for Oracle HCM Managed Services engagements, collaborating with the MS-HCM Delivery Lead - who remains responsible for day-to-day technical and functional delivery execution.
- Work closely with the Delivery Lead to identify potential challenges, recommend solutions, clarify priorities, and support the delivery team's successful execution of client commitments.

4. Cross-Functional Team Collaboration

- Coordinate with onshore and offshore functional and technical teams to support client requirements.
- Facilitate effective communication between client stakeholders, delivery teams, and internal leadership.
- Manage resource planning, assignments, and work prioritization across multiple consultants and accounts, and support knowledge transition activities.

5. Account Management, Financials & Commercials

- Partner with practice leadership on account financial performance, contract scope, and account growth, ensuring commercial decisions align with delivery capacity and client commitments.
- Prepare and own scope definitions, effort estimates, change requests, and Statements of Work (SOWs) from draft through client approval.
- Track and report account financials (hours utilization, budget burn, and forecasts), flagging variances early with a recommended path forward.
- Develop client presentations, proposals, and sales decks that support renewals, account expansion, and new opportunities.

6. Status Reporting & Leadership Communication

- Produce accurate, timely status reports for each account covering task progress, risks, escalations, and financial health.
- Keep the direct manager and senior practice leadership informed with concise updates, surfacing issues early with recommended solutions.
- Maintain thorough account documentation (client history, key contacts, open commitments, and processes) so knowledge is retained and easily transitioned.

📌 Oracle HCM Managed Services Manager (Canada)
🏢 Vantage Point Consulting
📍 Canada