Service Delivery Manager SC/DV Cleared

Requirements

• Own service delivery performance against SLAs and KPIs, across incidents, service requests and change, reporting honestly on where things stand and what you are doing about it
  
• Chair or oversee incident, problem and change management processes, including major incident response and post-incident reviews
  
• Plan and manage the rota that keeps support cover running 06:00 to 22:00, Monday to Friday, and the out of hours on-call arrangement for serious incidents, balancing coverage against fairness and burnout
  
• Work with the functional consultants to prioritise and sequence incoming work: quick fixes, sprint-based configuration changes, and larger structured work packages
  
• Own the relationship with product owners and business leads, act as the point of escalation, and make sure impact assessments and requirements are clear enough for the consultants to act on
  
• Manage the quarterly Oracle release cycle end to end: coordinate assessment, testing, communication and go-live across HCM, ERP financials and EPM
  
• Track and report on capacity, workload and risk across the functional team, and flag early where resourcing or skills gaps threaten delivery
  
• Own service governance: service reviews, reporting packs, continuous improvement plans and any supplier or third-party performance management
  
• Ensure test evidence, configuration records (via ConfigSnapshot) and documentation are actually being produced and kept current, not just promised
  
• Contribute to and maintain the wider knowledge management repository, and make sure lessons from incidents and releases get fed back into how the service runs
  

• Proven experience running service delivery for a live, business-critical enterprise system, ideally Oracle Cloud (Fusion) or a comparable ERP/HCM/EPM platform
  
• Solid grounding in ITIL-based incident, problem and change management, and the judgement to know when to escalate and when to let a process run
  
• Experience managing SLAs, service reporting and stakeholder relationships at a senior level, including with product owners and business leads
  
• The ability to understand and prioritise technical/functional work you don't personally deliver, by working closely with functional consultants and challenging their assessments constructively
  
• Experience planning and managing shift or rota-based support cover, including out of hours arrangements
  
• Strong written and verbal communication, with the ability to turn technical detail into something a non-technical stakeholder can act on
  

• Working knowledge of Oracle Fusion functional areas: HCM/payroll, ERP financials, or EPM
  
• Experience of Oracle's quarterly release cycle and the change management it demands
  
• ServiceNow, Jira, or equivalent service and delivery tooling
  
• Understanding of Fusion security concepts (roles, data access, segregation of duties) and how they affect licensing and cost
  
• Experience delivering in a blended agile and traditional environment
  
• Public sector service delivery experience, particularly in a shared services context
  

• Support cover runs 06:00 to 22:00, Monday to Friday, on a rota. You will be managing this rota, and may take a share of it yourself.
  
• There is an out of hours on-call rota for serious incidents, which you will help manage and may participate in.
  
• All work on the system happens from within the UK. Certain sensitive tasks are done from the office rather than from home.