Service Delivery Manager SC/DV Cleared

Location: Primarily Milton Keynes, with some remote working. Some travel to other sites may be required.

Position Type: Full-time

Experience Level: 5+ years

Security Clearance: SC/DV Cleared

The work involves running and developing one of the largest Oracle Cloud shared services in UK government. You will own the day-to-day delivery of this service, ensuring the health of live operations, managing change processes, and maintaining relationships between business and technical teams.

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 06:00 to 22:00, Monday to Friday, and the out of hours on-call arrangement for serious incidents.
• Work with 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 ensure impact assessments and requirements are clear.
• 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, flagging 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 and documentation are produced and kept current.
• Contribute to and maintain the wider knowledge management repository, ensuring lessons from incidents and releases are fed back into service operations.

What you will bring:

Essential:

• 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.
• Experience managing SLAs, service reporting and stakeholder relationships at a senior level.
• The ability to understand and prioritise technical/functional work by working closely with functional consultants.
• Experience planning and managing shift or rota-based support cover, including out of hours arrangements.
• Strong written and verbal communication skills.

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.
• Familiarity with ServiceNow, Jira, or equivalent service and delivery tooling.
• Understanding of Fusion security concepts and their impact on licensing and cost.
• Experience delivering in a blended agile and traditional environment.
• Public sector service delivery experience, particularly in a shared services context.

Practical points, read before applying:

Support cover runs 06:00 to 22:00, Monday to Friday, on a rota. You will be managing this rota and may take a share of it yourself. There is an out of hours on-call rota for serious incidents, which you will help manage and may participate in. All work on the system happens from within the UK. Certain sensitive tasks are done from the office rather than from home.