Senior Oracle Service Delivery Manager

Hackajob Ltd; Leeds; Hybrid; GBP 61,000 - 101,000; Full time

Benefits offered by this job

Quarterly profit share

Pension

Private healthcare

Life assurance

Training & certification support

Great Place to Work culture

Job summary

Hackajob Ltd. is seeking a Senior Oracle Service Delivery Manager to lead end-to-end Oracle Cloud Managed Services across EBS, ERP, HCM, EPM and related SaaS apps.

You will be the main customer contact, ensuring service commitments and business objectives are achieved, while building trusted relationships with stakeholders. You will drive CSI initiatives, oversee multiple delivery teams, and collaborate with practice leadership to execute service strategies aligned to client goals, maintaining

Qualifications

• Proven experience delivering customer-first outcomes within ERP transformation and managed services environments.
• Leadership skills to inspire, motivate, and develop high-performing teams.
• Commercial acumen with experience driving revenue growth opportunities.
• Experience supporting bids, proposals, and service delivery engagements.
• Strong analytical and problem-solving capabilities.
• Confident challenging assumptions to drive better outcomes.
• Curious mindset with commitment to continuous learning.
• Experience in structured, process-driven delivery environments.
• Resource management including performance management, workload allocation, team development, and knowledge management.
• Expertise in forecasting team costs, gross profit, recurring revenue, and project revenue forecasting.
• Understanding of software configuration and release management practices.
• Excellent verbal, written, and stakeholder communication skills.
• Self-starter with proactive approach to problem-solving, collaboration, and escalation management when required.

Responsibilities

• Report directly to the Head of Service Delivery.
• Own the end-to-end delivery of Oracle Cloud Managed Services across EBS, ERP, HCM, EPM and related SaaS applications.
• Act as the primary point of contact for customers, ensuring service commitments and business objectives are consistently achieved.
• Build and maintain strong relationships with customer stakeholders, becoming a trusted partner for Oracle Cloud service delivery and optimisation.
• Lead regular Service Review Meetings, presenting service performance, SLA achievements, risk management activities, and improvement initiatives.
• Manage customer escalations, major incidents, service risks, and business-critical issues through to successful resolution.
• Drive Continual Service Improvement (CSI) initiatives, identifying opportunities to enhance service quality, efficiency, and customer value.
• Provide governance and oversight for Oracle SaaS support teams, technical leads, functional consultants, and service delivery resources.
• Ensure effective capacity planning, resource management, and forecasting of service costs, revenues, and operational demand.
• Collaborate with Oracle practice leadership to define and execute service delivery strategies aligned to customer and business goals.
• Monitor and report on key service metrics, customer satisfaction scores, utilisation, profitability, and operational performance.
• Identify opportunities for service expansion, optimisation projects, cloud enhancements, and additional consulting engagements within existing accounts.
• Ensure compliance with ITIL best practices, ISO 20000 standards, and our service governance frameworks.
• Support service transition activities for new Oracle Cloud implementations moving into managed services.
• Promote knowledge sharing, operational excellence, and business continuity across service delivery teams.
• Balance and optimise customer satisfaction, employee engagement, and commercial performance and profitability.

Job description

Salary: £61,000 - 101,000 per year

Requirements

• Proven experience delivering customer-first outcomes within ERP transformation and managed services environments.
• Strong leadership skills with the ability to inspire, motivate, and develop high-performing teams.
• Commercially astute with experience identifying and driving revenue growth opportunities.
• Experience supporting bids, proposals, and service delivery engagements.
• Strong analytical and problem-solving capabilities.
• Confident challenging assumptions and asking the right questions to drive better outcomes.
• Curious mindset with a commitment to continuous learning and improvement.
• Experience working within structured, process-driven delivery environments.
• Resource management experience including performance management, workload allocation, team development, and knowledge management.
• Expertise in financial forecasting, including team costs, gross profit, recurring revenue, and project revenue forecasting.
• Strong understanding of software configuration and release management practices.
• Excellent verbal, written, and stakeholder communication skills.
• Self-starter with a proactive approach to problem-solving, collaboration, and escalation management when required.

Responsibilities

• Report directly to the Head of Service Delivery.
• Own the end-to-end delivery of Oracle Cloud Managed Services across EBS, ERP, HCM, EPM and related SaaS applications.
• Act as the primary point of contact for customers, ensuring service commitments and business objectives are consistently achieved.
• Build and maintain strong relationships with customer stakeholders, becoming a trusted partner for Oracle Cloud service delivery and optimisation.
• Lead regular Service Review Meetings, presenting service performance, SLA achievements, risk management activities, and improvement initiatives.
• Manage customer escalations, major incidents, service risks, and business-critical issues through to successful resolution.
• Drive Continual Service Improvement (CSI) initiatives, identifying opportunities to enhance service quality, efficiency, and customer value.
• Provide governance and oversight for Oracle SaaS support teams, technical leads, functional consultants, and service delivery resources.
• Ensure effective capacity planning, resource management, and forecasting of service costs, revenues, and operational demand.
• Collaborate with Oracle practice leadership to define and execute service delivery strategies aligned to customer and business goals.
• Monitor and report on key service metrics, customer satisfaction scores, utilisation, profitability, and operational performance.
• Identify opportunities for service expansion, optimisation projects, cloud enhancements, and additional consulting engagements within existing accounts.
• Ensure compliance with ITIL best practices, ISO 20000 standards, and our service governance frameworks.
• Support service transition activities for new Oracle Cloud implementations moving into managed services.
• Promote knowledge sharing, operational excellence, and business continuity across service delivery teams.
• Balance and optimise customer satisfaction, employee engagement, and commercial performance and profitability.

Technologies

• AWS
• Cloud
• ERP
• Support
• ITIL
• Oracle
• AI

More

We are Version 1, a leading Oracle partner with over 30 years of experience delivering ERP, HCM and EPM solutions that help organisations modernise and transform their core systems. We support some of the UK and Irelands largest organisations through end-to-end delivery and managed services, and we are a market leader in Oracle, Microsoft, and AWS consulting with 3,800 people and revenues exceeding €347m/£302m. This Senior Oracle Service Delivery Manager role sits within our growing Enterprise Applications Practice and offers the opportunity to work across Oracle Cloud managed services, support major customers through digital transformation, and collaborate with a global Oracle practice of 700 specialists. We offer a flexible hybrid working model with occasional travel to the nearest base office, along with benefits including quarterly performance-related profit share, pension, private healthcare, life assurance cover, training and certification support, and a certified Great Place to Work culture.

last updated 40 week of 2026