Head Of Oracle Support Centre

Head of Oracle Support Centre

Head of Oracle Support Centre required by Whitehall Resources for a 6 month contract in London.

This role reports into Programme Director and Head of Finance and is required to define the scope and operating model for Oracle Support Centre (OSC) – providing business process and transaction support for the new Oracle ERP and HR solutions.

Requirements:

* Clarify roles, processes and ways of working within the Oracle Support Centre
* Work closely with the Programme Team and IT Service Delivery Team to define and implement clear hand-offs between project, IT support and OSC
* Day-to-day management and coordination of the existing team
* Moving the current Oracle support team to a position where they can operate independently, i.e. without needing to involve the project team
* Identifying skills gaps within the team and arranging appropriate recruitment or training
* Define a suite of KPIs/SLAs aligned to the accountabilities of the OSC
* Contribute to a separate Operating Model stream of work, to help define the long-term business and IT support strategy
* Own an Oracle Training Academy during the rollout across the business
* Act as the face of the Oracle Support Centre, both to the business ‘customers’ and within the team
* Driving efficiency within the OSC to ensure that SLAs are met and that all team members are working to their full potential
* Assist with recruitment and transition to long-term Head of Support Centre

Skills / Experience Required:

* Previous experience establishing and then managing a business-focused ERP and HR support centre
* Multiple years experience of Oracle (ideally Cloud)
* Good understanding of Finance, Procurement, Projects and HCM modules and processes
* Strong leadership skills – able to motivate and manage a team of 10-20 persons
* Good understanding of technology and experience of working alongside an IT support team
* Good understanding of project lifecycle phases (design, build, test, deploy)
* Senior Stakeholder management skills, e.g. comfortable presenting to Board members
* Ability to deal with ambiguity and resistance to change
* Strong inter-personal and communication skills

Duration: 6 Months + Extensions
Day Rate: Circa £700
Start: ASAP

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