At a Glance
- Tasks: Lead a dynamic team to deliver top-notch service management for Oracle applications.
- Company: Join Version 1, a recognised leader in digital consultancy and Oracle solutions.
- Benefits: Enjoy hybrid working, competitive pay, and a strong focus on career development.
- Other info: Be part of a vibrant culture that values innovation and collaboration.
- Why this job: Make a real impact by driving customer satisfaction and service excellence.
- Qualifications: Proven leadership skills and experience in service management for Oracle applications.
The predicted salary is between 80000 - 100000 € per year.
Version 1 has partnered with leading global brands to deliver digital, cloud, and enterprise application solutions that drive business success. We are recognised as: Oracle Innovation Partner of the Year 2023 (EMEA); Microsoft Global Partner of the Year (Modernising Applications); AWS Collaboration Partner of the Year (EMEA); one of the Best Workplaces for Women in the UK & Ireland (2023).
With 3,700+ people and revenues exceeding €347m/£302m, Version 1 is a market leader in Oracle, Microsoft, and AWS consulting services and a fast-growing digital consultancy in Europe.
The Head of Service Delivery Management is accountable for Enterprise Applications Managed Services delivery strategy, governance, and performance across Version 1. The role is built on a Trust relationship with clients and Version 1 staff, aiming for high customer satisfaction and strong financial performance.
Version 1 is seeking an experienced Service Delivery Manager with excellent people management skills to join the EA ASPIRE Managed Service Practice and manage the SDM team. The role has responsibility for several SDMs and their customers across Oracle SaaS, Oracle EBS, JD Edwards (JDE), and PeopleSoft (PS). You must demonstrate the ability to build and maintain solid relationships with customers to deliver high satisfaction ratings, along with strong commercial acumen and a track record of maximizing financial performance and efficiency.
Key Responsibilities & Accountabilities- Service Leadership & Strategy
- Define and evolve the Service Management strategy aligned with Version 1's goals and values.
- Provide inspirational leadership to the SDM team, enabling excellent customer engagement and high CSAT.
- Champion a Trusted Advisor engagement model to foster long-term customer relationships and retention.
- Sponsor and drive continual service improvement (CSI) initiatives, including automation and optimization of SDM processes.
- Personally manage a small portfolio of strategic customers to maintain hands-on customer insight.
- People & Resource Management
- Lead, coach, and develop a collaborative, high-performing SDM community focused on ownership and customer outcomes.
- Ensure effective use of resources to maximize impact and delivery quality.
- Provide line management for the SDM team with goal-setting, regular 1:1s, and performance and development reviews.
- Encourage knowledge sharing and a strong sense of community within the SDM function.
- Governance, Commercial & Operational Excellence
- Own service governance across EA Managed Services, ensuring contractual compliance, SLA adherence, and service credits.
- Maintain SDM governance controls, including forecasting cadence, GP reporting, audits, and month-end processes.
- Act as senior service authority for bids, tenders, and renewals; contribute to service design and risk management.
- Collaborate with Portfolio Directors to improve forecasting accuracy and financial predictability.
- Ensure audit readiness and ongoing ISO20000-like compliance, with evidence management and continuous improvement.
- Monitor targets across chargeability, T&E, CSAT, and gross profit; address low-performing GP projects with remediation plans when required.
- Revenue Growth & Customer Success
- Partner with SDMs to achieve revenue targets and deliver the annual budget.
- Track and manage revenue across change requests and identified opportunities.
- Lead SDMs to identify and develop new opportunities within existing accounts.
- Collaborate with Sales to pursue growth with new and existing clients.
- Support escalation management with Service Delivery teams to ensure positive outcomes.
- Customer Engagement
- Lead and participate in Monthly Service Reviews and Quarterly Business Reviews with value-focused conversations.
- Promote ASPIRE and Value Level Agreements, demonstrating partnership and continuous improvement.
- Act as a senior representative for EA Managed Services, internally and externally.
- Essential Skills & Experience
- Demonstrated ability to define, develop, and execute service management strategies aligned with organisational goals, values, and customer expectations.
- Strong people leadership experience with ability to motivate, coach, and build high-performing teams.
- Excellent customer relationship management skills to operate as a trusted advisor to senior stakeholders.
- Well-developed commercial acumen including experience managing revenue targets, forecasting, and identifying growth opportunities.
- Proven track record of driving continuous improvement to service quality, efficiency, and customer satisfaction.
- Experience maintaining audit readiness and adherence to recognised service management standards such as ISO20000.
- Strong understanding of Enterprise Applications Managed Services with experience in one or more: Oracle SaaS, Oracle E‐Business Suite (EBS), JD Edwards, PeopleSoft.
- Qualifications & Certifications
- ITIL certification (desirable)
- Be part of a global Oracle practice of 700+ specialists
- Over 500+ certified professionals across the Oracle ecosystem
- Work on large-scale, multi-pillar Oracle Cloud programmes
- Work with a high-performing, collaborative Oracle practice
- Oracle Innovation Partner of the Year 2023 (EMEA)
- End-to-end Oracle services: consulting, advisory, implementation, integration and managed services
- OCI expertise for scalable cloud solutions tailored to client needs
- Award-winning consultancy recognised for innovation and delivery excellence
- Clear career progression, strong leadership support, and growth investment
- Culture valuing expertise, autonomy, and proper execution
- Mentorship and career development through pathways and leadership programmes
- Significant training budget for certifications and education
- Annual Excellence Awards and recognition platforms
- Enhanced maternity/paternity leave policies
- Active ESG & CSR initiatives, including volunteering and inclusion programmes
- Quarterly performance-related profit share
- Hybrid / Remote working flexibility
- Pension, private healthcare, life assurance
- Great Place to Work certification
This is hybrid-based with occasional travel to the nearest base office.
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 Version 1, please contact us directly.
Head of Service Delivery Management - Oracle in Edinburgh employer: Version 1
Version 1 is an exceptional employer, recognised as one of the Best Workplaces for Women in the UK & Ireland in 2023, offering a vibrant work culture that values expertise, autonomy, and collaboration. With a strong focus on employee growth, including mentorship programmes and significant training budgets, team members are empowered to excel in their careers while enjoying flexible hybrid working arrangements and a range of benefits such as performance-related profit sharing and enhanced parental leave policies.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Service Delivery Management - Oracle in Edinburgh
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, especially those who work at Version 1 or similar companies. A friendly chat can open doors and give you insider info on the role.
✨Tip Number 2
Prepare for the interview by researching Version 1's values and recent achievements. Show us that you’re not just another candidate; you’re genuinely interested in being part of our award-winning team!
✨Tip Number 3
Practice your storytelling skills! Be ready to share specific examples of how you've led teams, improved service delivery, or built strong client relationships. We love hearing about real experiences.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can leave a lasting impression and shows us that you’re keen on the opportunity. Plus, it’s a great chance to reiterate your fit for the role.
We think you need these skills to ace Head of Service Delivery Management - Oracle in Edinburgh
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in service delivery management, especially with Oracle products. We want to see how your skills align with our goals and values!
Showcase Your Leadership Skills:Since this role is all about leading teams and managing relationships, don’t forget to share examples of how you've motivated and developed high-performing teams in the past. We love a good success story!
Demonstrate Commercial Acumen:We’re looking for someone who understands the financial side of service delivery. Include any relevant experience you have with revenue targets, forecasting, or identifying growth opportunities. It’ll make you stand out!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands. Plus, it shows us you’re serious about joining our team!
How to prepare for a job interview at Version 1
✨Know Your Stuff
Make sure you have a solid understanding of Oracle SaaS, EBS, JD Edwards, and PeopleSoft. Brush up on the latest trends in service delivery management and be ready to discuss how you can apply your knowledge to enhance customer satisfaction and financial performance.
✨Showcase Your Leadership Skills
As a Head of Service Delivery Management, you'll need to inspire and lead a team. Prepare examples of how you've successfully motivated teams in the past, focusing on your coaching techniques and how you've fostered a collaborative environment.
✨Build Relationships
Demonstrate your ability to build trust with clients and stakeholders. Think of specific instances where you've acted as a trusted advisor and how that led to improved customer relationships and satisfaction ratings.
✨Be Results-Driven
Highlight your commercial acumen by discussing how you've managed revenue targets and identified growth opportunities. Be prepared to share metrics or outcomes from previous roles that showcase your success in driving continuous improvement and operational excellence.
