Senior Oracle ERP Service Delivery Manager in Midlothian

For over 30 years, Version 1 has been a leading Oracle partner specialising in Enterprise Applications, delivering ERP, HCM and EPM solutions that enable organisations to transform and modernise their core systems. Combining deep domain expertise with end-to-end delivery and managed services, we support some of the UK and Ireland’s largest organisations in driving business value through Oracle technology.

We are seeking an experienced Oracle SaaS Service Delivery Manager to join our growing Enterprise Applications Practice. As a trusted advisor to our customers, you will be responsible for ensuring the successful delivery and ongoing management of Oracle Cloud services. You will act as the customer's advocate within Version 1, driving service excellence, operational performance, customer satisfaction, and business growth.

This is a highly rewarding role offering the opportunity to work with cutting-edge Oracle Cloud technologies, engage with senior stakeholders, and support customers across multiple industries on their digital transformation journeys.

Key Responsibilities

• Report directly to the Head of Service Delivery.
• Own the end-to-end delivery of Oracle Cloud Managed Services across ERP, HCM, EPM and related SaaS applications.
• Act as the primary point of contact for customers, ensuring service commitments and business objectives are consistently achieved.
• Build and maintain strong relationships with customer stakeholders, becoming a trusted partner for Oracle Cloud service delivery and optimisation.
• Lead regular Service Review Meetings, presenting service performance, SLA achievements, risk management activities, and improvement initiatives.
• Manage customer escalations, major incidents, service risks, and business-critical issues through to successful resolution.
• Drive Continual Service Improvement (CSI) initiatives, identifying opportunities to enhance service quality, efficiency, and customer value.
• Provide governance and oversight for Oracle SaaS support teams, technical leads, functional consultants, and service delivery resources.
• Ensure effective capacity planning, resource management, and forecasting of service costs, revenues, and operational demand.
• Collaborate with Oracle practice leadership to define and execute service delivery strategies aligned to customer and business goals.
• Monitor and report on key service metrics, customer satisfaction scores, utilisation, profitability, and operational performance.
• Identify opportunities for service expansion, optimisation projects, cloud enhancements, and additional consulting engagements within existing accounts.
• Ensure compliance with ITIL best practices, ISO 20000 standards, and Version 1 service governance frameworks.
• Support service transition activities for new Oracle Cloud implementations moving into managed services.
• Promote knowledge sharing, operational excellence, and business continuity across service delivery teams.
• Balance and optimise the three pillars of service success: Customer Satisfaction, Employee Engagement, Commercial Performance & Profitability.

What Success Looks Like

• Consistently high customer satisfaction and retention rates.
• Successful delivery of Oracle Cloud Managed Services within agreed SLAs and KPIs.
• Proactive identification and execution of service improvement opportunities.
• Strong commercial performance through effective customer growth and service expansion.
• High performing, engaged, and collaborative delivery teams.
• Trusted advisor relationships with customer stakeholders and business leaders.

Qualifications

• Proven experience delivering customer-first outcomes within ERP transformation and managed services environments.
• Strong leadership skills with the ability to inspire, motivate, and develop high-performing teams.
• Commercially astute with experience identifying and driving revenue growth opportunities.
• Experience supporting bids, proposals, and service delivery engagements.
• Strong analytical and problem-solving capabilities.
• Confident challenging assumptions and asking the right questions to drive better outcomes.
• Curious mindset with a commitment to continuous learning and improvement.
• Experience working within structured, process-driven delivery environments.
• Resource management experience including performance management, workload allocation, team development, and knowledge management.
• Expertise in financial forecasting, including team costs, gross profit, recurring revenue, and project revenue forecasting.
• Strong understanding of software configuration and release management practices.
• Excellent verbal, written, and stakeholder communication skills.
• Self-starter with a proactive approach to problem-solving, collaboration, and escalation management when required.

Additional Information

At Version 1, you'll combine industry-leading Oracle expertise, meaningful career progression, and the opportunity to deliver transformational outcomes for some of the world's most recognised organisations.

Benefits include: Quarterly performance-related profit share, Hybrid / Remote working flexibility, Pension, private healthcare, life assurance cover.