Oracle ERP Service Delivery Manager (Oracle eBS) - Tarrytown

Employment Type

: Full-Time


: Information Technology

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Known for its scientific and operational excellence, Regeneron is a leading science-based biopharmaceutical company that discovers, invents, develops, manufactures, and commercializes medicines for the treatment of serious medical conditions. Regeneron commercializes medicines for eye diseases, high LDL-cholesterol, atopic dermatitis and a rare inflammatory condition and has product candidates in development in other areas of high unmet medical need, including rheumatoid arthritis, asthma, pain, cancer and infectious diseases.

The Oracle ERP Service Delivery Manager oversees several key functions within G&A IT that enables the delivery of a high-quality service to end users, and to ensure Service Support and Service Delivery processes are in place to meet business needs. This position is a stakeholder facing role and requires that you establish and manage expectations within the business and drive the IT team to achieve those expectations to a high standard. Position is responsible to ensure that value is achieved as anticipated from the Managed Services Provider responsible for providing database administrator services and application managed services for Oracle eBS modules (functional and technical). To ensure that the overall services as expressed in the Statement of Work and related exhibits, and the service levels for outsourced services/functions are maintained and continually improved, and that any problems with the day-to-day delivery of services provided by the Service Provider are minimized.


  • Accountable for day to day performance of the Oracle ERP solution consisting of Oracle eBS (12.2.x) running on Solaris platform. The Oracle ERP solutions comprises modules for Finance, Procurement, Human Resources, Payroll, Time and Labor, Supply Chain, Process Manufacturing amongst other modules, interfaces to several satellite systems and other third party solutions such as Markview, PAS-X MES for Manufacturing Operations. The R12 technology stack includes Oracle iAS, Web logic, Oracle SOA, SSO, Forms/Reports and Workflow among other technical components.
  • Responsible for leading a team of Regeneron service delivery leads and managing the Managed Services Provider in providing functional, technical and DBA support for the Oracle ERP solution. Oracle eBS modules are implemented across multiple business areas such as Finance, Procurement, Supply Chain, Process Manufacturing and Human Resources.
  • Maintain high performing operational service support functions in support of operational "Run" activities related to the Oracle ERP solution
  • Responsible for compliance, security and effective delivery of Services throughout the business
  • As owner of the escalation process, the Service Delivery Manager will take ownership of major incidents to ensure coordination of resolving parties, effective communication to stakeholders and post incident review (root cause analysis)
  • Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed. Ensure processes are followed by the Managed Services Provider and the delivery team to stay compliant with SOX and GxP requirements. This may include but not limited to assisting with communications to business or Service Owner or assisting the Service Provider navigate QA or GxP activities.
  • Co-ordinate activities with other IT teams and their Managed Service Providers (e.g. OS updates, troubleshoot infrastructure related issues)
  • Champion Service and Support in Operational projects and develop a strong understanding of projects impacting your service area and ensuring service impact is minimized
  • Be accountable for the quality of the end to end service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems
  • Ensure learnings from prior incidents are incorporated to refine/define the necessary SOPs as needed
  • Drive internal and third-party service review meetings covering performance, service improvements, quality and processes
  • Make recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely manner
  • Work with internal and third-party teams to ensure actions are taken and completed to protect and improve services
  • Provide regular and accurate management reporting on IT Service performance
  • Staff Management including recruitment, onboarding, mentoring, training, target setting and performance assessment
  • Responsible for ensuring the highest level of service availability and efficiency consistent with enterprise goals and constraints
  • Ensure effective monitoring of service by generating daily, weekly, monthly metrics for incidents, requests and changes made to the Oracle ERP solution
  • Work with the "Build" team to transition projects over to the "Run" team
  • Responsible for Release Management calendar and activities
  • Drives continuous improvement initiatives to increase efficiency, availability, and productivity across functional and technical teams

Strong relationship-building, strategic partnering, interpersonal, communication, and active listening skills

Politically savvy and strong "soft" skills

Good leadership and people management skills

Excellent customer facing/customer service skills

Good organizational skills

Proven analytical, evaluative, and problem-solving abilities.

Ability to influence and manage cross-functional team in a matrix organization

Ability to manage shifting priorities, demands, and timelines

Specific Skills:

Strong functional, technical knowledge of the Oracle eBS 12.2.x

Must have prior hands-on experience implementing/supporting Oracle General Ledger, Oracle Accounts Payable, Oracle Receivables, Oracle Fixed Assets, Oracle iProcurement, Oracle Purchasing, Oracle Ineventory, Oracle Order Management. Experience in Oracle Human Resource, Oracle Projects, Oracle Time and Labor, Oracle Payroll, Oracle Process Manufacturing is preferred

Pharma industry experience is preferred

This is an opportunity to join our select team that is already leading the way in the Pharmaceutical/Biotech industry. Apply today and learn more about Regeneron's unwavering commitment to combining good science & good business.

To all agencies: Please, no phone calls or emails to any employee of Regeneron about this opening. All resumes submitted by search firms/employment agencies to any employee at Regeneron via-email, the internet or in any form and/or method will be deemed the sole property of Regeneron, unless such search firms/employment agencies were engaged by Regeneron for this position and a valid agreement with Regeneron is in place. In the event a candidate who was submitted outside of the Regeneron agency engagement process is hired, no fee or payment of any kind will be paid.

Regeneron is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability status, protected veteran status, or any other characteristic protected by law.

Associated topics: chief program officer, cpo, manage, manager, management, monitor, product manager, project manager, relationship manager, task

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