Ahmed Sidat

Experienced Service Delivery Manager with 9+ years of experience leading global Oracle HCM and enterprise application services within a multinational organisation. Line Manager responsible for coaching, developing and supporting Oracle HCM Application Configuration Analysts, fostering individual growth, performance improvement, and team engagement. Currently responsible for the delivery and governance of Oracle HCM services, supporting approximately 36,000 employees worldwide.

Proven expertise in ITIL service management, supplier governance, stakeholder engagement, service transitions, operational reporting, and continuous service improvement. Successfully managed a high-volume Oracle AMS support portfolio of 1,776 incidents during 2026, achieving 90.3% OLA compliance while maintaining 95% OLA performance across the largest service area, Time & Labour, which represented over 66% of total support demand. Recognised for building strong stakeholder relationships, driving service performance, improving operational maturity, and delivering business-focused outcomes across complex global environments.

Service Delivery Manager - Arcadis

(2017-04)

• Led global service delivery for Oracle ERP services, with primary responsibility for the HR domain and associated applications supporting approximately 36,000 employees worldwide across 30 countries.
• Act as the principal service management contact between business users, third-party suppliers, project teams and Business Product Owners, owning relevant ITIL service management processes.
• Monitor regional service performance, provide management reporting and coordinate escalations to support timely resolution of service issues.
• Led regional service reviews, business engagement meetings and weekly supplier reviews covering operational performance, issues, KPIs, SLAs and continuous improvement actions.
• Managed 1,776 Oracle AMS incidents during 2026, achieving 90.3% OLA compliance and 95% OLA performance across Time & Labour, which represented over 66% of total support demand.
• Led proactive workload management and supplier governance activities that maintained the operational backlog below 30 tickets during the highest-demand months of 2026, despite incident volumes increasing to 381 and 459 tickets in February and March.
• Create and maintain service onboarding and operational readiness checklists for new applications and functionality.
• Use BMC Helix for ITSM processes, reporting and service review dashboards, and Azure DevOps to support backlog management and deployment coordination.
• Coordinated the automation of ticket creation and routing from BMC Helix into Oracle, streamlining support operations and improving end-to-end service management efficiency.
• Support regional go-lives internationally as the on-site service delivery point of contact and contribute to internal and external audit requests.
• Supported Redwood OTL and Benefits Post Go-Live Support, establishing support processes, maintaining service levels and chairing daily operational stand-up calls.
• Coordinated business and technical testing activities for Oracle quarterly upgrades and monthly security patch releases, ensuring successful validation, issue resolution, stakeholder communication and production readiness across global HCM services.
• Managed support shift planning and resource scheduling across a global Oracle HCM support function, ensuring effective service coverage and operational continuity.
• Acted as Change Manager for Oracle HCM services, coordinating change approvals, stakeholder communication, risk assessments and release activities to ensure successful implementation of application enhancements and system updates.
• Led the transition of the Oracle HCM support model from a vendor-managed service to a fully in-house Centre of Excellence (CoE), establishing sustainable internal support capabilities and operational ownership.

Application Analyst / Business Analyst - Arcadis

(2010-03 - 2017-04)

• Provided global support for in-house and third-party business applications, acting as the principal contact for business queries, service issues and escalations.
• Gathered and documented business requirements for new applications and enhancements, working with suppliers and development teams through build, testing and go-live.
• Coordinated application testing and supported implementation of new systems and functionality.
• Produced regular application usage, KPI and SLA reporting for business and management stakeholders.
• Managed third-party suppliers as the primary contact for support delivery and escalations.

BSc (Hons) - University of Central Lancashire (UCLan) (2000 - 2005)