Overview
Role: Service Delivery Manager – Oracle Cloud
Role Type: Service Delivery / Operations Leadership
Working Model: Hybrid
Security Clearance: Developed Vetting (DV) – mandatory
Nationality: UK National
Role Purpose
Responsible for the end-to-end operational delivery of a secure, business-critical Oracle Fusion platform. Acts as the single accountable owner for service performance, governance, incident response, and continuous improvement, working closely with Authority representatives under an Intelligent Client model.
Responsibilities
Key Responsibilities
* Service Leadership & Governance
o Own service delivery aligned to ITIL practices (Incident, Problem, Change, Request, Knowledge, CSI).
o Chair and contribute to operational governance forums, including service reviews and change approval boards.
o Produce monthly service performance reporting covering SLAs, KPIs, risks, issues, and improvement actions.
* Operational Control
o Lead response to Priority 1 and Priority 2 incidents, ensuring rapid stabilisation, clear communications, and structured post-incident reviews.
o Ensure Oracle evergreen updates, bug fixes, and minor enhancements are deployed safely into production with minimal business disruption.
o Maintain service continuity across demand peaks and troughs.
* Supplier & Stakeholder Management
o Act as the primary operational interface with Oracle and third-party suppliers.
o Manage dependencies, escalations, and coordinated resolution activities.
o Support the transition and integration of any transferring staff into the operational model.
Skills & Experience
Area Requirement
* Service Management: Senior leadership in managed services or live-service environments
* Oracle Experience: Operational oversight of Oracle Fusion (HCM, ERP, EPM)
* Governance: Strong SLA, KPI, and risk management capability
* Stakeholders: Confident operating in regulated and security-sensitive environments
Qualifications (Desirable)
* ITIL v4 (Managing Professional or equivalent)
* Service management or security-related certifications
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