Service Delivery Manager - Oracle Fusion (hybrid)

About Inizio

At Inizio, we're a global team motivated by a shared purpose: to reimagine health. Formed in 2022, we unite decades of experience and expertise with data, technology, and AI to create tailored solutions that drive Intelligent Commercialization™ at every stage of the journey - from discovery to post-launch.

Our global network of over 10,000 experts operates across 50 countries, supporting clients with strategic insight, medical excellence, creative engagement, and real-world delivery. We work with the world's leading health and life sciences businesses to solve complex challenges and accomplish meaningful outcomes for our clients and patients.

What sets Inizio apart is our people - and we believe everyone should excel. Here, you're encouraged to reimagine your possibilities: to grow, to be curious and to make change happen. We value your individuality, support your development, and celebrate your ambition. If you're ready to push boundaries and accelerate your career, Inizio is the best place to be.

About the role

As Oracle Service Delivery Manager, you'll ensure our enterprise Oracle Fusion platform is stable, well governed and improving. Working with our Global Managed Service Provider (MSP), you'll oversee service performance, vendor governance and operational delivery across our Oracle Fusion platform and associated enterprise applications. This is a service governance role rather than a hands-on technical support position. The MSP delivers daily operational support, while you deliver services in line with agreed service levels, contractual commitments and business expectations.

This is a hybrid working role reporting to the IT Finance Systems Operations Manager.

About the environment

You'll join a global Enterprise Applications team supporting business-critical finance systems used across multiple countries.

You will work with:

• Global Managed Service Provider responsible for L1-L3 application support
• Enterprise Architecture and Solution Architects
• Project Delivery teams
• Finance Global Process Owners
• Procurement and Commercial teams
• Enterprise IT Leadership

Some information points you may be interested in:

• 9,000+ Oracle Fusion user base
• 15+ countries worldwide implemented and growing
• A support partner that is ISG recognized leader in Oracle Fusion and Manages services

Responsibilities

Service Operations and Governance: oversee the operational governance of enterprise ERP services delivered through the Managed Service Provider (MSP). You will ensure services remain stable, meet agreed service levels and performance targets, support the successful transition of new releases into production, and are improving. This improvement aims to enhance service quality, reduce recurring incidents, and improve the end-user experience.

Vendor & Service Management: act as the primary operational contact for the Managed Service Provider. You will lead service reviews, monitors performance against contractual commitments, and improvement plans where required, and build a collaborative relationship that balances partnership with accountability.

Major Incident & Change Management: involves coordinating the response to major ERP incidents. This requires working with technical teams and the MSP to restore service quickly. Additionally, you will perform root cause analysis and improvement actions, while supporting change governance and facilitates the smooth transition of new services into business-as-usual support.

Commercial & Performance Management: support the governance of the managed service agreement alongside Procurement and Enterprise IT. This involves monitoring licence usage, identifying commercial and compliance risks, producing regular service reporting, and analysing service trends. The goal is to improve and maximise service value.

Stakeholder Management: build relationships across Finance, Enterprise IT, and Business teams. You will achieve this by communicating service performance, risks, and planned changes in a clear and meaningful way. Additionally, it provides senior leaders with accurate operational insight to support informed decision-making.

What success looks like

Within your first 12 months you will have:

• Established a working relationship with our Managed Service Provider.
• Improved visibility of ERP service performance through meaningful reporting.
• Maintained stable service performance against agreed Service level agreements.
• Embedded operational governance and change management.
• Driven measurable improvements in service quality and user experience.

About you

We're looking for someone with service management experience who enjoys building relationships, holding suppliers to account across business-critical systems. You'll bring:

• 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.

Our Pledge

At Inizio, we value inclusivity, recognize the power of diversity and inspire the next generation of change-makers. We are an equal opportunities employer. We believe in creating a dynamic work environment that values diversity, equity and inclusion. We aim to recruit from a diverse slate of candidates and foster an environment that provides the right conditions for long-term success. We welcome all applications. Applications are accepted regardless of race, color, religion, or belief. They are also accepted regardless of gender, gender identity, age, national origin, marital status, military veteran status, genetic information, sexual orientation, and physical or mental disability.

Artificial Intelligence

Inizio may use AI technologies to support certain aspects of our recruitment process, but all hiring decisions at Inizio are made by our human recruiting team. We are committed to fair, inclusive, and human-led hiring practices.

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