Senior Oracle ERP Service Delivery Manager
$70,000–$75,000 year
HybridCork, Munster, Ireland
Cork, Munster, IrelandHybridFull Time$70,000–$75,000 yearSenior LevelTECHMedium
Full TimeSenior LevelMediumTECH
Job Summary
Own end-to-end delivery of Oracle Cloud Managed Services across ERP, HCM, and EPM, acting as the primary customer advocate to drive service excellence and business growth. Lead Service Review Meetings, manage escalations and major incidents, and oversee governance for support teams while ensuring compliance with ITIL and ISO 20000 standards. Balance customer satisfaction, employee engagement, and commercial performance by optimizing resource capacity, forecasting costs, and identifying service expansion opportunities. Collaborate with practice leadership to execute service delivery strategies aligned with customer transformation goals.
Required Qualifications
- Oracle SaaS Service Delivery Manager experience
- Experience managing Oracle Cloud ERP, HCM, EPM or SaaS Managed Services environments
- 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
- Must be able to lift 50 lbs
Desired Qualifications
- Experience with Oracle Cloud ERP, HCM, EPM and Oracle SaaS Managed Services
- Experience delivering transformational Finance, HR, and Supply Chain solutions
- Experience working with senior stakeholders
- Experience supporting customers across multiple industries on their digital transformation journeys
- Experience driving service excellence, operational performance, customer satisfaction, and business growth
- Experience leading regular Service Review Meetings
- Experience presenting service performance, SLA achievements, risk management activities, and improvement initiatives
- Experience managing customer escalations, major incidents, service risks, and business-critical issues
- Experience driving Continual Service Improvement (CSI) initiatives
- Experience providing governance and oversight for Oracle SaaS support teams, technical leads, functional consultants, and service delivery resources
- Experience ensuring effective capacity planning, resource management, and forecasting of service costs, revenues, and operational demand
- Experience collaborating with Oracle practice leadership to define and execute service delivery strategies
- Experience monitoring and reporting on key service metrics, customer satisfaction scores, utilisation, profitability, and operational performance
- Experience identifying opportunities for service expansion, optimisation projects, cloud enhancements, and additional consulting engagements
- Experience ensuring compliance with ITIL best practices, ISO 20000 standards, and service governance frameworks
- Experience supporting service transition activities for new Oracle Cloud implementations
- Experience promoting knowledge sharing, operational excellence, and business continuity
- Experience balancing and optimising the three pillars of service success: Customer Satisfaction, Employee Engagement, Commercial Performance & Profitability
- Experience working on large-scale, multi-pillar Oracle Cloud transformation programmes
- Experience collaborating with a high-performing, market-leading Oracle team
- Experience leveraging deep Oracle Cloud Infrastructure (OCI) expertise
- Experience influencing testing strategy, delivery quality, and business outcomes
- Experience working with prestigious clients
- Experience in a hybrid working model
- Experience contributing to ESG, CSR, DEI, volunteering, and community initiatives
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