Service Delivery Manager - Oracle Fusion

About the role

Working arrangements

• Flexible working arrangements are offered as onsite, hybrid or remote.

Operating environment

• Support business-critical finance systems used across multiple countries.
• Work with a global managed service provider, enterprise architecture, project delivery, Finance, Procurement, Commercial and Enterprise IT teams.
• The Oracle Fusion user base exceeds 9,000 users across more than 15 countries.

Service operations and governance

• Govern enterprise ERP services delivered through the managed service provider.
• Maintain service stability, agreed service levels and performance targets.
• Support release transitions into production and drive improvements that reduce recurring incidents and improve user experience.

Vendor and service management

• Act as the primary operational contact for the managed service provider.
• Lead service reviews, monitor contractual commitments and manage improvement plans.
• Build a collaborative supplier relationship while maintaining accountability.

Incident and change management

• Coordinate major ERP incident response with technical teams and the managed service provider.
• Perform root cause analysis, drive improvement actions and support change governance.
• Facilitate the transition of new services into business-as-usual support.

Commercial and stakeholder management

• Monitor licence usage and identify commercial and compliance risks with Procurement and Enterprise IT.
• Produce service reporting and analyze operational trends to maximize service value.
• Communicate performance, risks and planned changes across Finance, Enterprise IT and business teams.

Required experience

• Manage and govern enterprise application services delivered through a global managed service provider.
• Work with enterprise ERP platforms such as Oracle Fusion, SAP, Workday or similar.
• Monitor vendor service performance and coordinate major incidents across technical and business teams.
• Work effectively in a global, complex organization.

Preferred experience

• ITIL Foundation or equivalent service management experience is preferred.