We are sourcing an Oracle Support Manager
October 2024
We are supporting placement for an Oracle Support Manager to drive the design and implementation of an internal functional business support team before supporting hypercare and transition into a BAU model. This could be a long term position for the right candidate with an immediate start.
Responsible to: Chief Operating Officer
Purpose of the Role:
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- Lead the Oracle functional support activities. Responsible for all design, test and implementation activity to support Oracle Fusion.
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- Deliver gap-analysis to support future support model design and implementation.
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Key tasks:
Responsible for the operational integrity of the Oracle support model:
Engagement
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- Working with the sponsors /technical and professional leads to review and calibrate the support model to ensure a fit with future support needs.
- Engaging with key organisational stakeholders and appropriate teams/third party to develop a pipeline of system enhancements and the deployment of any agreed new features/functionality.
- Be proactive in establishing and maintaining a close working relationship with key stakeholders.
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Solution
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- Responsible for facilitating a coherent and transparent approach to the operational delivery and development of the Oracle Cloud system and core functional processes that use the platform.
- Manage, in collaboration with technical (IT&D) and functional (Finance and HR) leads, the delivery and development of the future platform roadmap
- Responsible for managing the non-technology aspects of the Oracle Cloud System, with specific emphasis on ensuring that the data and procedural elements of the system administration are kept up to date and is resilient
- Provide ongoing management, configuration and maintenance of the core systems of record namely the OM and associated approvals process flows
- Working with the technical leads to assure the quarterly patch release management, testing, environment management (production, test, development, and project environments) and change Management.
- Responsible for engagement and planning for future functionality changes within Oracle Fusion
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Support
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- Problem and incident management processes for functional support
- To provide co-ordination of defect management including triaging, defect resolution, SLA monitoring and reporting, liaising with technical (IT&D) and functional (Finance and HR) leads to deliver an end-to-end visibility and coherence of incident and defect management.
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Management
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- Oversee, lead, and provide management, direction, and advice on the non-IT work of the Oracle Cloud Support Team
- Resource planning for planned maintenance and upgrade activities, working collaboratively with technical (IT&D) and functional (Finance and HR) leads to identify resource and options to resolve potential issues.
- Provide leadership and management to achieve high performance and effective operational delivery, which will include managing the effective use of resources and staff.
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3rd parties
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- Collaborate with technical (IT&D) and functional (Finance and HR) leads and manage Oracle to ensure SLAs are achieved and necessary escalations paths are followed.
- Execute supplier and contract management of Oracle and working with the technical lead, provide assurance of the effective management of the wider third party supplier ecosystem to ensure the smooth operation of the service, including, contracts, licensing, and SLA’s.
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Staff and end user development
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- Take responsibility for the development of training materials and provide “train the trainer” training to process owners in the various applications that comprise the Oracle system
- Accountable for delivery of applications training course either by classroom presentation, handholding, and publication of training guides or online training
- Ensure up to take documentation and maintain systems procedures for each module and publish these to the intranet and other relevant knowledge bases for support and end users
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PERSON SPECIFICATION
Essential education and qualifications
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- Educated to degree level or holds a professional qualification
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Essential key skills, abilities, knowledge, experience, values and behaviours
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- Awareness of core business systems, specifically the Oracle Cloud System or equivalent and other relevant systems, and solid knowledge of associated operational functions such as payroll and AP/AR.
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- Experience communicating with all employees up to Director level
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- Excellent organisational and leadership abilities
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- Experience arranging end user training and developing service improvement plans
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- Experience of managing a functional support function delivering support to approximately 2,000+ users
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- Experience of managing large, cross-functional teams, influencing senior-level management and key stakeholders effectively across the organisation and within complex contexts
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- Strong understanding of financial concepts, principles and practices
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- Ability to work effectively under pressure, prioritise high volume workloads and have excellent planning and organisational skills
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- Ability to think critically, understand problems and develop effective solutions to improve financial processes and systems
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- Ability to build a strong partnership with the business and demonstrate the business value of Oracle
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- Effective influencing and negotiation skills in an environment in which resources may not be in direct control of this role
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- Practical experience implementing Cloud based solutions in an enterprise environment
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- Strong vendor management and partner relation skills to identify and leverage resources internal and external to the enterprise to enhance capabilities that support business objectives
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- Excellent verbal and written communication skills, including the ability to explain technical concepts to senior management, and business concepts to technical teams
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Desirable key skills, abilities, knowledge, experience, values and behaviours
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- Experience of an E2E Oracle Cloud Programme desired
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- Experience with ERP project delivery and ownership
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- Experience and functional knowledge of Back-office systems including HR/Payroll and Finance and their associated procedures and processes
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