Oracle Service Delivery Manager

at  FD Technologies

The Oracle Fusion Service Delivery Manager will ensure the IT Services provided to our internal customers are delivered to the highest standards and exceed customer expectations in terms of quality and SLA compliance. He / She will be responsible for leading a team of Oracle Functional Analysts in the delivery of solutions in line with ERP design principles, being an escalation point for service requests and coordinating resources as required to investigate the root cause and resolve problems.
Additionally, they foster relationships between the service delivery team and stakeholders within Finance, HR & Project teams, to enhance communication and collaboration, which can lead to better solution outcomes. They prepare and present progress reports on service delivery performance to key stakeholders, taking responsibility for performance, incident management, client expectations and continual improvement.

The Oracle Service Delivery Manager is accountable for:

• Working with Business Analyst, Service Delivery team, Global Process Owners, and other SMEs to ensure solutions are delivered meeting business requirements.
• Supporting the Head of Enterprise Applications in developing application roadmaps and strategies for the Enterprise Systems and Integrations team.
• Vendor Management through regular service and operational meetings.
• Liaising with 3rd party managed service partners.
• Coaching and mentoring a team of technical Oracle specialists.
• Acting as the Service Owner for Oracle Fusion Cloud Applications, overseeing quarterly updates and Release and Deployment Management of system business changes.

• Adopting best practices, to effectively protect the route to production and ensure your IT governance framework is robust and compliant.Reviewing the Backlog to prioritise work accordingly.

The following knowledge and skills are essential for the role:

• Experienced in Oracle Fusion Cloud Applications including knowledge of Business Process, Data, Information, Integration and Technology Layers.
• ITIL 4 certified.
• Excellent interpersonal and communication skills and experience of working with stakeholders, and technical teams across the organisation.
• Familiarity with working with 3rd party suppliers to ensure the delivery of high-quality designs that conform to the business requirements.
• Ability to work independently and think creatively.
• Experience of working in both traditional waterfall and agile environments.
• Experience in Continuous Improvement methods.
• Ability to deal with ambiguity and to influence/ integrate diverse views into coherent solutions.
• Strong analytical and problem-solving skills.
• A self-starter and a completer finisher – can start and run with complex work to a conclusion with limited assistance.

• Proactive and passionate about delivering best practice methodologies to obtain results.A structured approach to work.