Service Delivery Manager - Oracle Cloud
Location: Hybrid
Security Clearance: DV (Mandatory)
Nationality: UK National
Role Overview
Accountable for the end-to-end operational delivery of a secure, business-critical Oracle Fusion platform. Acting as the single point of ownership for service performance, governance, incident management, and continuous improvement within an Intelligent Client model.
Key Responsibilities
Service Leadership & Governance
Own ITIL-aligned service delivery (Incident, Problem, Change, Request, Knowledge, CSI).
Lead service reviews, governance forums, and CABs.
Deliver monthly reporting on SLAs, KPIs, risks, issues, and improvement plans.
Operational Management
Lead response to P1/P2 incidents, ensuring rapid resolution and structured post-incident reviews.
Oversee safe deployment of Oracle evergreen updates and enhancements.
Maintain service stability through fluctuating demand.
Supplier & Stakeholder Management
Primary operational interface with Oracle and third-party suppliers.
Manage escalations, dependencies, and integrated resolution activities.
Support transition and integration of staff into the service model.
Skills & Experience
Senior leadership experience within managed services or live-service environments.
Operational oversight of Oracle Fusion (HCM, ERP, EPM).
Strong SLA, KPI, and risk management capability.
Experience operating in regulated, security-sensitive environments.
Desirable Qualifications
ITIL v4 (Managing Professional or equivalent).
Relevant service management or security certifications.
