Service Delivery Manager (SC Cleared)

Zoho; Maidenhead; Hybrid; GBP 75,000 - 105,000; Full time

Job summary

VE3 is a technology and business consultancy delivering end-to-end technology solutions. We are looking for a Service Delivery Manager (SC Cleared) to own day-to-day delivery of our Oracle Cloud shared service in a UK-based remote/hybrid setup.

You will manage live operations health, change governance, and stakeholder communications, coordinating with Oracle Fusion functional consultants across HCM, ERP, or EPM domains.

Qualifications

• Proven experience running service delivery for a live, business-critical enterprise system.
• Strong ITIL-based incident, problem and change management background.
• Experience with SLAs, service reporting, and senior stakeholder relationships.
• Ability to coordinate with functional consultants and manage releases.

Responsibilities

• Own service delivery performance against SLAs and KPIs across incidents, requests and changes.
• Chair or oversee incident, problem and change management processes and reviews.
• Plan and manage rota-based support including out-of-hours on-call arrangements.
• Collaborate with functional consultants to prioritise work and sequence changes.
• Own relationships with product owners and business leads; clear impact assessments.
• Manage quarterly Oracle release cycle end-to-end across HCM, ERP, and EPM.
• Track capacity, workload and risk; flag resourcing or skills gaps early.
• Own service governance: reviews, reporting packs and improvement plans.
• Ensure test evidence and configuration records are produced and kept current.
• Maintain knowledge base and feed lessons from incidents into service practices.

Skills

Oracle Cloud

ITIL

Stakeholder mgmt

SLA reporting

Incident & change mgmt

Leadership

Jira/ServiceNow

Tools

ServiceNow

Jira

Job description

VE3 is a technology and business consultancyfocused on delivering end-to-end technology solutions and products. We havesuccessfully serviced enterprises across multiple markets, including the publicand private sectors. Our services span all aspects of business, providing a holistic approach to managing an organization. We are committed to providingtechnical innovations and tools that empower organizations with criticalinformation to facilitate decision-making that results in businesstransformation through cost savings and increased operational efficiency. Ourcommitment to quality is adopted throughout the organization and sets thefoundation for delivering our full suite of capabilities.

Job Description

Job Title: Service Delivery Manager (SC Cleared)

Location: UK (Remote/Hybrid)

Position Type: Full-time

Experience Level: 5+ years

Security Clearance: SC Cleared

The work

We run and develop one of the largest Oracle Cloud shared services.

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 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

• 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 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, 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