Oracle Fusion Support Team Manager

• Oracle Fusion Support Team Manager
• Public Sector - Local Authority - IT
• Full Time - Monday to Friday, 36 hours per week
• Temporary Role - 6 months with possible extension
• £450 per day Umbrella
• IR35 Status: INSIDE
• Majority of work can be done remotely. Occasional need to be in office in Croydon 1 to 2 days per month

Our client is embarking on a two-year Improvement Programme for its Oracle-hosted Fusion ERP platform which provides the council's operational backbone across finance, procurement and HR (i.e., ERP and HCM).
This role is needed to provide back fill cover to enable existing Support Team Manager and team members to work on that programme.
Key requirements are:

• Overall responsibility for the Oracle FusionSupport Team of 8 staff covering first and second line support activities and requests
• Leading on the quarterly updates ensuring effective planning, engagement, and testing
• Management of third parties, especially Croydon's Oracle service delivery partner and Oracle - including raising and escalation of tickets for 3rd line support
• Stakeholder engagement and comms
• Oversight of systems usage (access control, licensing, audit monitoring)

We are looking for a candidate with:

• experience of running a Support Team using a help desk ticketing system (we use Freshdesk) covering 1st, 2nd, and 3rd line support processes
• team management of a diverse team
• knowledge and experience of Oracle Fusion SaaS-hosted solution - ideally both ERP and HCM modules (ERP is a higher priority)
• excellent stakeholder management skills and customer service ethos
• some exposure to working with offshore support partner teams
• effective planning and testing software releases to strict timescales

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