Head of Service Delivery Management - Oracle in Newcastle - Version 1 Solutions Limited

Full-time

Department: Enterprise Applications

For over 29 years, Version 1 has partnered with leading global brands to deliver digital, cloud, and enterprise application solutions that drive business success. We are proud to be 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 theBest 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 one of the fastest-growing digital consultancies in Europe.

Where does this role fit into Version 1?

Accountable for Enterprise Applications Managed Services delivery strategy, governance, and performance across Version 1.

The success of the role of the Head of Service Delivery Management is built on the 'Trust' relationship between them, their team and their clients. The result of this relationship is a customer with high satisfaction scores and engaged Version 1 staff, which should then translate into excellent financial performance.

Version 1 is looking for an experienced Service Delivery Manager with excellent people management skills to join its EA ASPIRE Managed Service Practice and manage the SDM team. A highly driven individual is required as they will have responsibility for several SDMs and their Customers across Oracle Software as a Service (SaaS), Oracle EBusiness Suite (EBS), JD Edwards (JDE), and PeopleSoft (PS).

You must demonstrate an ability to build and maintain solid relationships with our customers in order to consistently deliver high satisfaction ratings. You must also be able to demonstrate solid commercial and business acumen and a track record in maximising financial performance and efficiency.

Role Overview

We are seeking an experienced and people-focused Service Management Leader to shape and lead our Service Delivery Management (SDM) function within ASPIRE Managed Services . This role plays a critical part in driving exceptional customer outcomes, developing high-performing teams, and supporting sustainable commercial growth.

You'll work closely with senior stakeholders, customers, and internal teams to ensure our services are delivered with excellence, consistency, and innovation-while staying true to Version 1's core values.

Key Responsibilities & Accountabilities

Service Leadership & Strategy

*Define and evolve theService Management strategy , ensuring strong alignment with Version 1's goals and values.

*Provide inspirational leadership and clear direction to the SDM team, enabling excellent customer engagement and consistently highCSAT results.

*Act as a champion for aTrusted Advisor engagement model, fostering long-term customer relationships and retention.

*Sponsor and actively driveContinual Service Improvement (CSI) initiatives, including automation and optimisation of SDM processes.

*Personally manage asmall portfolio of strategic customers , maintaining hands-on customer insight.

People & Resource Management

• Lead, coach, and develop a collaborative and high-performing SDM community with a strong focus on ownership, accountability, and customer outcomes.
• Ensure effective and efficient use of team resources to maximise impact and delivery quality.
• Provide line management for the SDM team, including clear goal-setting, regular 1:1 conversations, and meaningful performance and development reviews.
• Encourage knowledge sharing, engagement, and a strong sense of community across the SDM function.

Governance, Commercial & Operational Excellence

*Own service governance acrossEA Managed Services , ensuring contractual compliance, SLA adherence, and service credit mechanisms are met.

• Embed and maintain strong SDM governance controls, including forecasting cadence, GP reporting, account audits, and month-end processes.
  
  *Serve as thesenior service authority for bids, tenders, and renewals, contributing to service design, delivery models, and risk assurance.
  
  *Work closely with Portfolio Directors to improveforecasting accuracy and financial predictability.
  
  *Ensure audit readiness and ongoing compliance with recognised standards (e.g.ISO20000 ), including evidence management and continuous improvement.
  
  *Monitor and achieve targets acrosschargeability, T&E, CSAT , and Gross Profit performance.
• Proactively address low-performing GP projects, ensuring clear remediation plans are in place where required.

Revenue Growth & Customer Success

• Partner with SDMs to achieve revenue targets and successfully deliver the annual budget.
• Track and manage revenue across Change Requests and identified opportunities.
  
  *Lead and support SDMs to identify and developnew and additional opportunities within existing customer accounts.
• Collaborate closely with Sales to pursue growth opportunities with both new and existing clients.
• Support escalation management in partnership with Service Delivery teams to ensure positive outcomes.

Customer Engagement

*Lead and participate inMonthly Service Reviews and Quarterly Business Reviews , ensuring meaningful value-focused conversations.

*PromoteASPIRE and Value Level Agreements , demonstrating our commitment to partnership and continuous improvement.

*Act as a senior representative forEA Managed Services , internally and externally.

Reporting Line

*Reports to:Head of ASPIRE Managed Services

*Works closely with:ASPIRE Managed Services Management Team to align strategy and execution.

Skills, Experience & Knowledge

Essential Skills & Experience

*Demonstrated ability todefine, develop, and execute service management strategies that align with organisational goals, values, and customer expectations.

*Strongpeople leadership experience , with a proven ability to motivate, coach, and build high-performing, engaged teams.

*Excellentcustomer relationship management skills, with the credibility and confidence...