Role – Senior Project Manager
Technology – Oracle ERP
Location – UK
Business Unit – ORCALL
Compensation – Competitive (including bonus)


Role Description

The Service Delivery Manager is responsible for ensuring high quality, reliable IT services across the organisation, with specific accountability for Oracle E Business Suite (EBS), integrated third party applications, and legacy business systems. The role oversees service operations spanning the full Hire to Retire (H2R) business process lifecycle, ensuring all supporting systems, integrations, and workflows operate effectively and consistently.

The ideal candidate is a proactive leader with expertise in ITIL, Service Management, and service optimisation across complex application landscapes.

Responsibilities .

• Application & Business Process Service Delivery
  • Oversee end‑to‑end service delivery for Oracle EBS/Fusion and Manage operations & support for third‑party applications and legacy systems that integrate into or complement Oracle EBS/Fusion.
  • Ensure seamless support of Hire‑to‑Retire (H2R) processes across all systems, including onboarding, workforce management, payroll, talent management, and exit processes.
  • Drive proactive issue identification, root‑cause analysis, and service improvements across interconnected platforms.
• IT Service Management & Operational Excellence
  • Own and manage ITSM functions including Incident, Problem, Change, Knowledge, Asset, and Request Management.
  • Ensure SLAs and KPIs for application availability, performance, and support are consistently met.
  • Lead major incident response for application and integration‑related outages or degradation.
  • Implement observability, monitoring, automation, and data governance across systems and services.
• Stakeholder & Customer Engagement
  • Communicate effectively with executive leadership on service health, risks, escalations, and improvement plans.
  • Ensure high levels of customer satisfaction and drive continuous feedback loops.
• Service Transformation & Continuous Improvement
  • Lead transformation initiatives for Oracle EBS/Fusion operations, third‑party application optimisation, and modernisation of legacy systems.
  • Identify opportunities to streamline H2R processes through technology, integration, and service enhancements.
  • Champion Lean, Agile, and ITIL practices to improve team performance and service stability.
• Platform Management & Governance
  • Serve as the Product Owner for ITSM systems (e.g., ServiceNow), ensuring process alignment and integration with application support environments.
  • Govern application lifecycle, configuration, and data standards across Oracle EBS and connected systems.
  • Ensure proper documentation, configuration management, and compliance of business-critical processes.
• Leadership & Team Management
  • Lead functional and technical support teams managing Oracle EBS, middleware, integrations, and legacy platforms.
  • Provide coaching, guidance, and work direction to ensure high performance and strong service culture.
  • Oversee resource planning, skills development, and team capability uplift.

• Should have a minimum of 10 years of experience, with strong expertise in Service Delivery Management and direct ownership of ERP/Application landscapes.
• Proven expertise in supporting and managing ERP environments and associated business processes.
• ITIL certified with strong command of service governance and operational best practices.

• Strong understanding of HR, Payroll, and end to end Hire to Retire process flows.
• Excellent communication, executive stakeholder management, and problem-solving skills.
• Should have excellent problem-solving skills
• Demonstrated leadership experience managing multi-disciplinary teams.

• High analytical skill
• High customer orientation
• High quality awareness