Service Delivery Manager - Oracle Fusion (hybrid)

As Oracle Service Delivery Manager, you'll ensure our enterprise Oracle Fusion platform is stable, well governed and improving. Working with our Global Managed Service Provider (MSP), you'll oversee service performance, vendor governance and operational delivery across our Oracle Fusion platform and associated enterprise applications. This is a service governance role rather than a hands-on technical support position. The MSP delivers daily operational support, while you deliver services in line with agreed service levels, contractual commitments and business expectations.

Responsibilities

Ensure enterprise Oracle Fusion platform is stable, well governed and improving; Oversee service performance, vendor governance and operational delivery across Oracle Fusion platform and associated enterprise applications; Act as primary operational contact for the Managed Service Provider; Lead service reviews and monitor performance against contractual commitments; Coordinate response to major ERP incidents and perform root cause analysis; Support governance of the managed service agreement alongside Procurement and Enterprise IT; Build relationships across Finance, Enterprise IT, and Business teams

Requirements

Service management experience; Experience managing and governing enterprise application services delivered through a Global Managed Service Provider (MSP); An understanding of IT Service Management (ITIL Foundation or equivalent experience preferred); Experience working with enterprise ERP platforms such as Oracle Fusion, SAP, Workday or similar; Vendor management skills, with experience monitoring service performance; Experience coordinating major incidents and working across technical and business teams to restore service; Experience working in a global, complex organisation

Nice to have

ITIL Foundation or equivalent experience