Service Delivery Manager – ERP

Location: Paris – 2 days onsite per week

Overview

We are looking for an experienced Service Delivery Manager or IT Service Management / Quality & Methods professional with recent hands‑on service delivery experience to help establish and mature IT service delivery processes within a complex ERP environment.

The organisation has a significant amount of work still to complete, with many procedures and processes being developed from scratch. The successful candidate will take ownership of the service delivery scope, define practical procedures and requirements, and manage their implementation end to end.

This is not a role for someone who simply creates documentation. We need someone who understands how IT service delivery works in practice , can identify what is genuinely required, and can implement processes that deliver clear value to the wider IT organisation.

Key Responsibilities

• Take ownership of the IT service delivery scope across the ERP environment.
• Define and establish practical service management procedures, processes and governance.
• Identify required scopes, procedures, tools and ways of working.
• Manage the implementation of service delivery processes from definition through to operational adoption.
• Establish and improve processes around:
• Bug management
• Fixes and hot fixes
• Change management
• Release management
• Version management
• Work closely with IT and ERP teams to ensure processes are practical and aligned with operational requirements.
• Define requirements for ITSM tools and ensure they support the agreed processes.
• Help establish consistent ways of working across the wider IT department.
• Continuously review and fine‑tune existing procedures where improvements can be made.
• Provide clear communication around service delivery activities, priorities and availability.

Required Experience

• Proven experience as a Service Delivery Manager , IT Service Management professional, or Quality/Methods professional with recent service delivery experience.
• Strong understanding of IT service delivery processes and terminology.
• Practical understanding of incident, problem, change, bug, fix, hot fix and release management .
• Ability to define procedures and scopes and then manage their implementation through to completion.
• Experience working with ERP systems is important.
• Strong ability to understand complex environments and translate business/IT requirements into practical processes.
• Experience working with ITSM tools and using them to manage processes end to end.

ERP Experience

ERP experience is a key requirement.

Oracle Cloud ERP experience would be ideal , although candidates with strong experience across other major ERP platforms will also be considered.

Experience working within an environment that follows Oracle quarterly releases would be a strong advantage.

The successful candidate does not necessarily need to be an Oracle technical expert, but must understand how ERP environments operate and the implications this has for service delivery, changes, fixes and releases.

Tools

• GLPI – primarily used for incident management.
• Microsoft DevOps – used across areas including changes, incidents, bugs, release management and versioning.
• Broader experience with ITSM/service management tooling is highly desirable.

DevOps experience is beneficial but is not the primary requirement.

ITIL

ITIL certification is not required .

However, candidates must have a solid practical understanding of ITIL concepts and terminology, including the distinction between:

• Problems
• Bugs
• Fixes
• Hot fixes
• Changes
• Releases

Working Arrangement

• Paris-based
• 2 days onsite per week
• Tuesday and Thursday are the key onsite days, as these are when the majority of the team is present.
• Long‑term opportunity for the right person.

Ideal Profile

The ideal candidate is someone who can walk into a complex environment, understand what is already in place, identify what is missing, and build a practical service delivery framework from the ground up .

You should be comfortable defining the process, determining the appropriate tools, explaining the requirements to stakeholders and then managing the implementation.

The priority is practical service delivery expertise, ERP understanding and the ability to create lasting value rather than simply producing documentation or over‑engineering processes.