Oracle Solutions Delivery Manager

Job description

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. We can offer flexible working arrangements for this role: Onsite, Hybrid, or Remote. You will report 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, E