Oracle Service Delivery Manager

2 months ago

Reading, United Kingdom Mastek Full time

Experience – 10 to 15 Yrs

Mode – Perm employment

Base employment contract – Reading (Flexible to work in London and travel across UK)


Role: Service Delivery Manager


  • The Service Delivery Manager will be responsible for managing multiple Enterprise Cloud SaaS applications, complex integrations, and reporting solutions. Understanding of Enterprise Cloud SaaS solutions like Oracle Cloud ERP, HCM, Supply Chain, CRM will be required to manage cloud service SLAs.
  • Candidate should have prior experience working with Enterprise Application Vendors like Oracle and Salesforce. Good understanding of vendor eco-system for support, enhancement and cloud upgrades is required to be successful.
  • The Service Delivery Manager will focus on continuous improvement and delivering efficiencies. Candidate should have demonstrated experience in guiding teams towards continuous improvement of Enterprise Applications like Oracle ERP/HCM/SCM, reporting, planning, and budgeting.


Key Responsibilities:


Assure the delivery of high quality application support and maintenance services to customers by:


  • Taking personal accountability for service management and demonstrating clear leadership and strategic direction to the Exec Sponsor.
  • Being a visible, engaged and active leader who creates an open and honest culture.
  • Directing service operations to provide a high-quality service that is tailored to the needs of the customer (e.g. Event, Incident, Problem, Knowledge, Change Management etc.).
  • Working with internal, customer and third-party stakeholders to build relationships and enhance business value provided through IT Services.
  • Providing a clear view of service health through effective reporting of SLAs & KPIs.
  • Setting the vision for local delivery resources, assuring team cohesion / performance, and developing capability / skills as required.
  • Working with development & service teams to ensure that Service Transition is well planned and managed.
  • Measuring customer satisfaction and driving continual service improvement.
  • Ensuring contractual obligations are met with changes made as required via appropriate governance controls.
  • Being accountable for responding to customer escalations.
  • Providing Thought Leadership to explore opportunities that will mature our service offering, provide added value to our customers, and establish long-term partnerships.


Working with Service Management & Leadership peers across Mastek to:

  • Disseminate the business vision, progress & pertinent actions across internal teams.
  • Constructively challenge and contribute to new initiatives.
  • Enhance our service offerings by providing a service orientated mind-set to technical projects.
  • Keep up to date with industry trends,
  • Drive consistency and build economies of scale.
  • Evaluate suggestions, policy and project papers and provide service orientated impact assessments for consideration by higher management, other delivery stakeholders, and customers.
  • Support the Account/Programme Leadership Team with budget and planning processes.


Technical Awareness

While the Service Delivery Management role is predominantly non-technical, it is expected that the successful candidate will have an appreciation of Enterprise Cloud SaaS applications. This experience should enable them to direct and lead discussions with confidence, be that part of Incident Management or broader conversations arising from Problem Management, Service Transition, Continual Service Improvement or Service Delivery.


Interfacing Roles:

  • Customer Stakeholders
  • Business process owners
  • Technical teams
  • Leadership stakeholders – e.g. CIO, Heads of Department, Service / Supplier Managers


Internal Stakeholders

  • Support / Development consultants
  • Account Director[s]
  • Account/Programme Leadership Team
  • Project Managers


Core Competencies (Essential):

  • ITIL V3/V4 foundation certification (Intermediate or higher desirable)
  • Experience with Oracle projects
  • 5+ years’ experience in similar IT leadership role preferably in Oracle Fusion ERP/HCM/EPM projects
  • Knowledge on any cloud support projects will be an added advantage.
  • Proven experience in building effective relationships with internal and external stakeholders.
  • Liaise with the Oracle Customer Success Manager for the product related bugs and additional information wherever required.
  • Familiarity with ITSM tooling
  • Strong track record in leading application support and maintenance engagements
  • Value focused with strong business acumen.
  • Analytical and methodical with keen attention to detail
  • Exercises holistic thinking with sound judgement and evidence-based decision-making.
  • Strong influential personality with effective negotiating skills
  • Ambassador for change with desire to provide a world class service.
  • Strong communication and active listening skills
  • Willing and communicative part of the team and is able to form strong relationships with immediate colleagues, customers and third parties, and has the ability to support other staff where necessary.
  • Ability to shape, adapt and improve processes.

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