Head of Service Delivery Management Oracle

Where does this role fit into Version 1

Accountable for Enterprise Applications Managed Services delivery strategy governance and performance across Version 1.

The success of the role of the Head of Service Delivery Management is built on the Trust relationship between them their team and their clients. The result of this relationship is a customer with high satisfaction scores and engaged Version 1 staff which should then translate into excellent financial performance.

Version 1 is looking for an experienced Service Delivery Manager with excellent people management skills to join its EA ASPIRE Managed Service Practice and manage the SDM team. A highly driven individual is required as they will have responsibility for several SDMs and their Customers across Oracle Software as a Service (SaaS) Oracle EBusiness Suite (EBS) JD Edwards (JDE) and PeopleSoft (PS).

You must demonstrate an ability to build and maintain solid relationships with our customers in order to consistently deliver high satisfaction ratings. You must also be able to demonstrate solid commercial and business acumen and a track record in maximising financial performance and efficiency.

Role Overview

We are seeking an experienced and peoplefocused Service Management Leader to shape and lead our Service Delivery Management (SDM) function within ASPIRE Managed Services. This role plays a critical part in driving exceptional customer outcomes developing highperforming teams and supporting sustainable commercial growth.

Youll work closely with senior stakeholders customers and internal teams to ensure our services are delivered with excellence consistency and innovationwhile staying true to Version 1s core values.

Key Responsibilities & Accountabilities

Service Leadership & Strategy

• Define and evolve the Service Management strategy ensuring strong alignment with Version 1s goals and values.
• Provide inspirational leadership and clear direction to the SDM team enabling excellent customer engagement and consistently high CSAT results.
• Act as a champion for a Trusted Advisor engagement model fostering longterm customer relationships and retention.
• Sponsor and actively drive Continual Service Improvement (CSI) initiatives including automation and optimisation of SDM processes.
• Personally manage a small portfolio of strategic customers maintaining handson customer insight.

People & Resource Management

• Lead coach and develop a collaborative and highperforming SDM community with a strong focus on ownership accountability and customer outcomes.
• Ensure effective and efficient use of team resources to maximise impact and delivery quality.
• Provide line management for the SDM team including clear goalsetting regular 1:1 conversations and meaningful performance and development reviews.
• Encourage knowledge sharing engagement and a strong sense of community across the SDM function.

Governance Commercial & Operational Excellence

• Own service governance across EA Managed Services ensuring contractual compliance SLA adherence and service credit mechanisms are met.
• Embed and maintain strong SDM governance controls including forecasting cadence GP reporting account audits and monthend processes.
• Serve as the senior service authority for bids tenders and renewals contributing to service design delivery models and risk assurance.
• Work closely with Portfolio Directors to improve forecasting accuracy and financial predictability.
• Ensure audit readiness and ongoing compliance with recognised standards (e.g. ISO20000) including evidence management and continuous improvement.
• Monitor and achieve targets across chargeability T&E CSAT and Gross Profit performance.
• Proactively address lowperforming GP projects ensuring clear remediation plans are in place where required.

Revenue Growth & Customer Success

• Partner with SDMs to achieve revenue targets and successfully deliver the annual budget.
• Track and manage revenue across Change Requests and identified opportunities.
• Lead and support SDMs to identify and develop new and additional opportunities within existing customer accounts.
• Collaborate closely with Sales to pursue growth opportunities with both new and existing clients.
• Support escalation management in partnership with Service Delivery teams to ensure positive outcomes.

Customer Engagement

• Lead and participate in Monthly Service Reviews and Quarterly Business Reviews ensuring meaningful valuefocused conversations.
• Promote ASPIRE and Value Level Agreements demonstrating our commitment to partnership and continuous improvement.
• Act as a senior representative for EA Managed Services internally and externally.

Reporting Line

• Reports to: Head of ASPIRE Managed Services
• Works closely with: ASPIRE Managed Services Management Team to align strategy and execution.

Qualifications :

Skills Experience & Knowledge

Essential Skills & Experience

• Demonstrated ability to define develop and execute service management strategies that align with organisational goals values and customer expectations.
• Strong people leadership experience with a proven ability to motivate coach and build highperforming engaged teams.
• Excellent customer relationship management skills with the credibility and confidence to operate as a trusted advisor to senior customer stakeholders.
• Welldeveloped commercial acumen including experience managing revenue targets forecasting and identifying growth opportunities within delivery portfolios.
• Proven track record of driving continuous improvement initiatives delivering measurable enhancements to service quality efficiency and customer satisfaction.
• Experience maintaining audit readiness including evidence management and adherence to recognised service management standards such as ISO20000.
• Strong understanding of Enterprise Applications Managed Services with experience across one or more of the following:
  • Oracle SaaS
  • Oracle EBusiness Suite (EBS)
  • JD Edwards
  • PeopleSoft

Qualifications & Certifications

• ITIL certification (desirable)

Additional Information :

Why Version 1

• Be part of a global Oracle practice of 700 specialists
• Over 500 certified professionals across the entire Oracle ecosystem
• Work on large-scale multi-pillar enterprise Oracle Cloud programmes
• Work with a high-performing collaborative Oracle practice
• Oracle Innovation Partner of the Year 2023 (EMEA)
• We provide end-to-end Oracle business transformation services including consulting and advisory services implementation integration and managed services
• Our expertise in OCI enables us to deliver scalable flexible and high-performance cloud solutions to the unique needs of our clients
• Join an award-winning consultancy recognised for innovation and delivery excellence
• Clear career progression strong leadership support and genuine investment in your growth
• A culture that values expertise autonomy and doing things properly
• Strong career progression & mentorship through our Strength in Balance and leadership programmes including quarterly Pathways Career Development reviews.
• Significant training budget for certifications and further education.
• Version 1 Annual Excellence Awards & Call-Out recognition platform celebrating achievement.
• Moments that matter & enhanced maternity/paternity leave policies to support your journey.
• Active ESG & CSR initiatives allowing you to give back through fundraising volunteering and diversity inclusion & belonging programmes.

Benefits include:

• Quarterly performance-related profit share
• Hybrid / Remote working flexibility
• Pension private healthcare life assurance cover
• Certified Great Place to Work for 10 years running 

This is hybrid based with occasional travel to your nearest base office. 

Krish Bharadwaj Global Talent Acquisition Enterprise Applications (Oracle Cloud - ERP HCM EPM) 

#LI-KB1    

#LI-Hybrid  

We are an equal opportunities employer. Please refer to our Diversity & Inclusion statement located at: Diversity Inclusion & Belonging Version 1 Careers 

Please note: We have an internal recruitment team and do not accept agency candidates. If you want to join the team here at Version 1 get in touch with us directly! 

Remote Work :

No

Employment Type :

Full-time