Service Delivery Manager

Location: Hybrid

Security Clearance: DV (Mandatory)

Nationality: UK National

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.

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.

• 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.

• ITIL v4 (Managing Professional or equivalent).
• Relevant service management or security certifications.