Head of Service Delivery Management - Oracle

Overview

Version 1 has partnered with leading global brands to deliver digital, cloud, and enterprise application solutions that drive business success. We are recognised as:
Oracle Innovation Partner of the Year 2023 (EMEA);
Microsoft Global Partner of the Year (Modernising Applications); AWS Collaboration Partner of the Year (EMEA); one of the Best Workplaces for Women in the UK & Ireland (2023).

With 3,700+ people and revenues exceeding €347m/£302m, Version 1 is a market leader in Oracle, Microsoft, and AWS consulting services and a fast-growing digital consultancy in Europe.

Where does this role fit into Version 1? The Head of Service Delivery Management is accountable for Enterprise Applications Managed Services delivery strategy, governance, and performance across Version 1. The role is built on a Trust relationship with clients and Version 1 staff, aiming for high customer satisfaction and strong financial performance.

Version 1 is seeking an experienced Service Delivery Manager with excellent people management skills to join the EA ASPIRE Managed Service Practice and manage the SDM team. The role has responsibility for several SDMs and their customers across Oracle SaaS, Oracle EBS, JD Edwards (JDE), and People Soft (PS). You must demonstrate the ability to build and maintain solid relationships with customers to deliver high satisfaction ratings, along with strong commercial acumen and a track record of maximizing financial performance and efficiency.

• Service Leadership & Strategy
  • Define and evolve the Service Management strategy aligned with Version 1’s goals and values.
  • Provide inspirational leadership to the SDM team, enabling excellent customer engagement and high CSAT.
  • Champion a Trusted Advisor engagement model to foster long-term customer relationships and retention.
  • Sponsor and drive continual service improvement (CSI) initiatives, including automation and optimization of SDM processes.
  • Personally manage a small portfolio of strategic customers to maintain hands-on customer insight.
• People & Resource Management
  • Lead, coach, and develop a collaborative, high-performing SDM community focused on ownership and customer outcomes.
  • Ensure effective use of resources to maximize impact and delivery quality.
  • Provide line management for the SDM team with goal-setting, regular 1:1s, and performance and development reviews.
  • Encourage knowledge sharing and a strong sense of community within the SDM function.
• Governance, Commercial & Operational Excellence
  • Own service governance across EA Managed Services, ensuring contractual compliance, SLA adherence, and service credits.
  • Maintain SDM governance controls, including forecasting cadence, GP reporting, audits, and month-end processes.
  • Act as senior service authority for bids, tenders, and renewals; contribute to service design and risk management.
  • Collaborate with Portfolio Directors to improve forecasting accuracy and financial predictability.
  • Ensure audit readiness and ongoing ISO
    20000-like compliance, with evidence management and continuous improvement.
  • Monitor targets across chargeability, T&E, CSAT, and gross profit; address low-performing GP projects with remediation plans when required.
• Revenue Growth & Customer Success
  • Partner with SDMs to achieve revenue targets and deliver the annual budget.
  • Track and manage revenue across change requests and identified opportunities.
  • Lead SDMs to identify and develop new opportunities within existing accounts.
  • Collaborate with Sales to pursue growth with new and existing clients.
  • Support escalation management with Service Delivery teams to ensure positive outcomes.
• Customer Engagement
  • Lead and participate in Monthly Service Reviews and Quarterly Business Reviews with value-focused conversations.
  • Promote ASPIRE and Value Level Agreements, demonstrating partnership and continuous improvement.
  • Act as a senior representative for EA Managed Services, internally and externally.

• Reports to:
  
  Head of ASPIRE Managed Services
• Works closely with: ASPIRE Managed Services Management Team to align strategy and execution.

Skills, Experience & Knowledge

Essential…