Oracle PeopleSoft AMS Service Delivery Lead / Project Lead

Oracle PeopleSoft AMS Service Delivery Lead / Project Lead

Company: Phungela
Location: Durban, KwaZulu-Natal
Work Arrangement: On-site / Hybrid as required by client operations
Contract Type: Fixed-term contract
Contract Duration: 3 years, subject to client award and performance requirements
Start Date: To be confirmed

Role Overview

Phungela is seeking an experienced Oracle PeopleSoft AMS Service Delivery Lead / Project Lead to lead the delivery of a strategic Application Management Services engagement for an Oracle PeopleSoft Campus Solutions environment within the higher education sector.

The successful candidate will act as the primary service delivery lead, responsible for managing the AMS operating model, coordinating functional and technical support teams, overseeing SLA performance, managing client stakeholders, driving issue resolution, and ensuring stable support during critical academic cycles such as admissions, registration, examinations, graduation and financial aid processing.

This is a client-facing leadership role requiring strong service management, project delivery, stakeholder engagement and Oracle PeopleSoft support experience.

Key ResponsibilitiesService Delivery Leadership

• Lead the day-to-day delivery of Oracle PeopleSoft Campus Solutions AMS services.
• Act as the primary point of contact between Phungela, the client and specialist technical support teams.
• Manage service delivery governance, operational reviews, reporting and escalation processes.
• Ensure that incidents, service requests, defects, changes and enhancements are managed effectively.
• Monitor SLA performance and ensure service commitments are achieved.
• Coordinate functional and technical resources to resolve issues within agreed timelines.
• Manage risks, issues, dependencies and service delivery blockers.

Client and Stakeholder Management

• Engage with client ICT, business, academic administration, finance and student support stakeholders.
• Facilitate weekly operational meetings, monthly service reviews and executive reporting sessions.
• Communicate service performance, risks, incidents and improvement actions clearly.
• Manage expectations during high-pressure academic periods.
• Build trust with the client through responsive, structured and professional service delivery.

Oracle PeopleSoft AMS Coordination

• Coordinate support across PeopleSoft Campus Solutions modules, including Admissions, Student Records, Registration, Student Financials, Financial Aid, Academic Advisement, Graduation, Campus Self-Service and related integrations.
• Work with PeopleSoft functional and technical specialists to prioritise and resolve support issues.
• Ensure proper documentation of incidents, root causes, fixes, changes and lessons learned.
• Support change request assessment, impact analysis, UAT coordination and release governance.
• Ensure production changes are properly approved, tested and controlled.

Critical Academic Cycle Support

• Develop and manage academic cycle support plans for admissions, registration, residence registration, examinations, graduation and financial aid cycles.
• Confirm resource coverage and escalation routes during critical client periods.
• Track high-priority incidents and ensure rapid escalation.
• Lead post-cycle review sessions and document lessons learned.

Governance, Reporting and Continuous Improvement

• Prepare weekly and monthly service reports.
• Track SLA performance, aged tickets, major incidents, recurring issues and service risks.
• Maintain service improvement logs, risk registers and action trackers.
• Drive root cause analysis and recurrence prevention.
• Support knowledge transfer to client ICT and business users.
• Identify opportunities to improve service stability, user experience and operational efficiency.

Minimum Requirements

• Relevant degree or diploma in Information Technology, Computer Science, Information Systems, Business Information Systems or a related field.
• 7+ years’ experience in IT service delivery, application support, AMS, ERP support or enterprise systems delivery.
• 3+ years’ experience in a service delivery lead, project lead, application support manager or AMS lead role.
• Experience supporting or managing Oracle PeopleSoft environments.
• Strong understanding of ITIL-based service management processes.
• Experience managing incidents, service requests, problem management, change management and release coordination.
• Strong client-facing stakeholder management experience.
• Strong reporting, governance and escalation management skills.
• Ability to manage technical and functional teams.
• Excellent written and verbal communication skills.
• Ability to work under pressure during critical operational periods.

Preferred Experience

• Oracle PeopleSoft Campus Solutions experience.
• Higher education sector experience.
• Experience with student administration systems.
• Experience supporting admissions, registration, student records, student financials or financial aid processes.
• Experience managing ERP AMS contracts.
• Experience coordinating offshore and local technical teams.
• Experience with SLA reporting, service dashboards and executive reporting.
• ITIL certification.
• PMP, PRINCE2 or Agile certification would be advantageous.

Key Skills and Competencies

• Strong service delivery leadership
• Excellent stakeholder management
• Strong issue and escalation management
• Good understanding of enterprise application support
• Ability to coordinate functional and technical teams
• Strong documentation and reporting skills
• Calm under pressure
• Detail-oriented and structured
• Commercially aware
• Client-focused
• Strong problem-solving ability
• Ability to manage competing priorities
• Strong governance discipline

Personal Attributes

We are looking for someone who is accountable, professional and delivery-focused. The ideal candidate must be able to operate confidently with senior client stakeholders, manage pressure during critical academic periods, and bring structure to a complex AMS environment.

The candidate must be comfortable leading from the front, taking ownership of issues, coordinating specialists, and ensuring that the client always has clear visibility of service performance.

Why Join Phungela?

This role offers the opportunity to lead a strategic higher education technology engagement involving a mission-critical Oracle PeopleSoft Campus Solutions environment.

You will work with a specialist Oracle PeopleSoft delivery partner and play a key role in building Phungela’s enterprise application support and higher education AMS capability.

How to Apply

Interested candidates should submit:

• Updated CV
• Summary of relevant Oracle PeopleSoft / ERP AMS experience
• Details of previous service delivery or project leadership roles
• Availability
• Current location
• Expected rate or salary

Please note: If candidates have not heard from us by the 31st of July 2026 please consider your application unsuccessful.

Work Location: In person