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About the Role

As an Oracle Service Delivery Manager, you will ensure the enterprise Oracle Fusion platform is stable, well-governed, and continuously improving. You will oversee service performance, vendor governance, and operational delivery for the Oracle Fusion platform and associated enterprise applications, working closely with the Global Managed Service Provider. This is a service governance role focused on ensuring services align with service levels, contractual commitments, and business expectations, rather than a hands-on technical support position.

Responsibilities

Oversee the operational governance of enterprise ERP services delivered through the Managed Service Provider (MSP), ensuring stability, adherence to service levels, and successful transition of new releases.
Act as the primary operational contact for the Managed Service Provider, leading service reviews, monitoring performance, and driving improvement plans.
Coordinate the response to major ERP incidents, facilitate root cause analysis, and support change governance for smooth transitions into business-as-usual support.
Support the governance of the managed service agreement, monitor license usage, identify risks, produce service reports, and analyze service trends to maximize service value.
Build relationships across Finance, Enterprise IT, and Business teams, communicating service performance, risks, and planned changes effectively.

Requirements

Experience managing and governing enterprise application services delivered through a Global Managed Service Provider (MSP).
An understanding of IT Service Management (ITIL Foundation or equivalent experience preferred).
Experience working with enterprise ERP platforms such as Oracle Fusion, SAP, Workday or similar.
Vendor management skills, with experience monitoring service performance.
Experience coordinating major incidents and working across technical and business teams to restore service.
Experience working in a global, complex organisation.

Skills

Service management
Vendor governance
IT Service Management (ITIL)
ERP platforms (Oracle Fusion, SAP, Workday)
Vendor management
Major incident coordination
Stakeholder management

Location

Onsite
Hybrid
Remote

Work Type

Onsite
Hybrid
Remote

Experience Level

Service management experience

About the Company

Inizio is a global team formed in 2022 that unites experience, expertise, data, technology, and AI to create tailored solutions for Intelligent Commercialization™.
With over 10,000 experts in 50 countries, Inizio supports clients with strategic insight, medical excellence, creative engagement, and real-world delivery for leading health and life sciences businesses.
Inizio values its people, encouraging growth, curiosity, and change, while supporting individuality, development, and ambition.

Equal Opportunity

Inizio values inclusivity, diversity, and equity, aiming to recruit from a diverse slate of candidates and foster an environment for long-term success.
Applications are accepted regardless of race, color, religion, or belief, gender, gender identity, age, national origin, marital status, military veteran status, genetic information, sexual orientation, and physical or mental disability.
Inizio may use AI technologies in recruitment but all hiring decisions are made by human recruiters, ensuring fair, inclusive, and human-led hiring practices.