Job Title: Service Delivery Manager
Location: Primarily Milton Keynes, with some remote working. Some travel to other sites may be required
Position Type: Full-time
Experience Level: 5+ years
The work
We run and develop one of the largest Oracle Cloud shared services in UK government.
You will own the day-to-day delivery of this service. That means the health of live operations, the discipline behind how change gets in, and the relationship between the business and the technical teams who keep the system running and improving. You will work closely with our Oracle Fusion functional consultants, who major in one of HCM and UK payroll, ERP financials, or EPM, and you will need to understand enough of what they do to manage their work well, prioritise it sensibly, and represent it credibly to stakeholders.
This is not a passive coordination role. You are accountable for the service running well, for incidents being handled at the right pace and to the right standard, and for the pipeline of change being planned, resourced and delivered without surprises.
Requirements
What you will actually do:
- 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
What you will bring
Essential:
- 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
Useful but not essential:
- 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
Practical points, read before applying:
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.
