Tarlochan Taank
Derby,UK
Summary
Accomplished professional with expertise in service delivery and customer relationship management, specialising in Oracle Fusion and Oracle EBS. Demonstrates proficiency in test management, UAT coordination, and ITIL-based incident, problem, and change management. Skilled in transitioning and onboarding new clients while providing insightful reporting packs, dashboards, and data analysis. Proven leadership abilities in team coaching and development alongside financial management tasks such as forecasting and invoicing. Adept at utilising platforms like ServiceNow and Remedy for access control, security, and asset management. Committed to driving business growth through contract renewals and commercial development initiatives.
Overview
18
18
years of professional experience
1
1
Certification
Work history
Senior Oracle Service Delivery Manager
Version1 Ltd
2023.03 - 2026.04
- Manage Oracle EBS and Oracle Cloud Fusion (ERP, HCM, Payroll, EPM) customers across healthcare, local government, retail and manufacturing.
- Lead weekly incident reviews with Oracle, technical teams and clients.
- Produce monthly service reports and deliver service review presentations.
- Own escalations and ensure customer expectations are managed effectively.
- Identify value-add opportunities and support revenue growth.
- Oversee new customer transitions into support.
- Manage invoicing, forecasting, utilisation planning and chargeability.
- Approve RFCs, monitor progress and ensure compliance with ISO, GDPR and security policies.
- Coordinate quarterly regression testing and environment management.
Service Delivery Manager
Global Minds Ltd
2021.06 - 2023.03
- Managed day-to-day BAU delivery for a Tier 1 client with a team of 12 (including offshore).
- Delivered monthly and quarterly service reviews and created reporting packs.
- Built dashboards and reports in ServiceNow to improve visibility and performance.
- Managed incidents, problems, changes and escalations.
- Led transitions of new customers, including kick-off meetings and presentations.
- Supported process improvements with Account and Technical Managers.
- Provided OOH support and managed upgrade projects.
Oracle Fusion Test Manager
Ashfield Healthcare
2019.03 - 2020.11
- Managed quarterly Oracle Fusion upgrades and coordinated UAT testers.
- Created user profiles and projects in TestRail; managed defects and triage.
- Liaised with SMEs, third-party Oracle providers and internal IT teams.
- Supported transition of new developments into production via change control.
- Managed environment refreshes, post-clone steps and monthly schedules.
- Delivered daily upgrade meetings and business communications.
Service Delivery Manager
Inoapps Ltd
2017.11 - 2019.03
- Delivered monthly/quarterly service reviews and produced ServiceNow-based reporting.
- Managed transitions of new customers and identified opportunities for service expansion.
- Led major incident, problem and escalation management.
- Supported contract renewals and built strong client relationships.
- Managed HCM (TALEO) and Payroll service upgrades for external customers.
- Temporarily managed the offshore test team, coordinating schedules and reporting.
- Conducted business impact analysis and created client-specific test scripts.
Client Services Manager (Interim)
NextGen Clearing Ltd
2017.04 - 2017.09
- Built strong relationships with clients and roaming partners.
- Managed complex agreements, forecasts and enhancements.
- Handled complex queries and delivered account reviews and reporting.
- Provided training and supported process improvements.
Project Coordinator
Saint Gobain Glassolutions
2014.09 - 2016.02
- Supported project managers and managed projects up to £100k.
- Managed customer relationships, delivery schedules and supplier engagement.
- Monitored project costs in SAP and handled invoicing and account closure.
- Produced reports and supported workshops.
Service Desk Team Leader
Saint Gobain Technology Services
2008.02 - 2014.08
- Led a team of 8 supporting 5,000+ users across the UK & Ireland.
- Onboarded multiple new businesses into the service desk under ITIL processes.
- Managed incident, change and problem management, including major incidents.
- Delivered training, appraisals, KPIs, SLAs and continuous improvement.
- Controlled knowledge base, training manuals and quality checks.
SAP GRC Coordinator (Secondment)
Saint Gobain British Gypsum
2010.11 - 2011.11
- Ensured full SAP license compliance across 1,000 users.
- Identified high-risk transactions and mitigated fraud risks.
- Embedded within departments to understand processes and recommend changes.
- Reduced license lead time and delivered significant cost savings.
Education
Internet Technologies Stage 1
Landau Forte College
BTEC First Diploma Engineering Technology
Derby Wilmorton College
Skills
- Service Delivery & Customer Relationship Management
- Oracle Fusion (HCM, Payroll, ERP, EPM) & Oracle EBS
- Test Management & UAT Coordination
- Major Incident, Problem & Change Management (ITIL)
- Transition & Onboarding of New Clients
- Reporting Packs, Dashboards & Data Analysis
- Team Leadership, Coaching & Development
- Financial Management, Forecasting & Invoicing
- ServiceNow, Remedy, Sunrise, Heat, RMS
- Access Control, Security & Asset Management
- Commercials – Contract renewals / Business development
Certification
- 2014: ILM Institute of Leadership & Management Level 3 Award in Leadership and Management
- 2009: APM Group, Distance Learning ITIL Foundation Version 3
- 2004: National IT Learning Centre, Distance Learning Microsoft Certified Professional 70-210, CompTIA Network+ N10 002, MOUS Master
References
References Available on request
Accomplishments
- Stabilised multiple escalated Oracle HCM & Payroll customers at Version 1, improving satisfaction and service performance.
- Designed and implemented new reporting packs adopted across teams for monthly and quarterly service reviews.
- Led cloud transformation activities at Global Minds, including SCRUM ceremonies, JIRA management, runbook creation and ServiceNow reporting dashboards.
- Improved quarterly upgrade processes at Ashfield Healthcare by implementing end‑to‑end testing frameworks and establishing long‑term business testers.
- Managed Oracle offshore test teams at Inoapps, ensuring on‑time delivery and quality across multiple client projects.
- Successfully onboarded 11 businesses into Saint Gobain Technology Services within 18 months, ensuring full ITIL‑aligned service transition.
- Achieved 100% SAP license compliance at British Gypsum, reducing lead time from 5 days to 2 and saving £180,000.
Custom Section
- 1st Line Helpdesk Support, Speedo Swimwear, 2006-01-01, 2008-01-01
- Application Support Analyst, Cromwell Tools, 2005-01-01, 2005-12-31
- IT Helpdesk Analyst, IBM, 2004-01-01, 2005-12-31
- Sales Coordinator, Marley Eternit Roofing Products, 1997-01-01, 2004-12-31
Personal Information
Title: Senior Service Delivery Manager
Interests
- Sport and fitness
- Long bike rides
- Walking
- Technology
- Astronomy
- Spending time with family and friends
Timeline
Senior Oracle Service Delivery Manager
Version1 Ltd
2023.03 - 2026.04
Service Delivery Manager
Global Minds Ltd
2021.06 - 2023.03
Oracle Fusion Test Manager
Ashfield Healthcare
2019.03 - 2020.11
Service Delivery Manager
Inoapps Ltd
2017.11 - 2019.03
Client Services Manager (Interim)
NextGen Clearing Ltd
2017.04 - 2017.09
Project Coordinator
Saint Gobain Glassolutions
2014.09 - 2016.02
SAP GRC Coordinator (Secondment)
Saint Gobain British Gypsum
2010.11 - 2011.11
Service Desk Team Leader
Saint Gobain Technology Services
2008.02 - 2014.08
BTEC First Diploma Engineering Technology
Derby Wilmorton College
Internet Technologies Stage 1
Landau Forte College