Senior Consultant - Operations Manager (Fusion HCM Projects Background)

Job description / Role

Overview

Customer Success Services (CSS) is uniquely positioned to help customers with the most challenging and complex requirements to accelerate innovation in their IT environment and make the most of their investment in Oracle technology. First of all, the people. Customer Success Services (CSS) has more than 4,000 senior technical experts globally, most of them engineers. Each of them comes with a wealth of experience in Oracle technology. Most are in long-term engagements with their customers and thus gain a unique understanding of their platforms, requirements, and business needs.

Customer Success Services (CSS) is a global organization, operating in 100+ countries for over 20 years, with a wealth of customers across all industries. Thousands of customers around the globe rely on Customer Success Services (CSS) for high performance and the efficient operation of their most critical business processes on Oracle environments.

Lifecycle Management

Being part of Customer Success Services (CSS) organization, you get an opportunity in the lifecycle management of the solution. As customers' operations mature, your expertise enables them to enhance product adoption and user experience. Our focus on continual service improvement models is a key differentiator. We leverage your expertise and creativity to innovate business and IT processes, improve product adoption, and other aspects of lifecycle management. You may be engaged in assisting customers with their day-to-day queries, creating extensions, and enrichments to the implemented product, helping them on their journey to cloud, release management activities for quarterly releases, and being a part of the customer business teams to enable them to achieve their key business process KPIs.

Responsibilities

• Manage customer relationship
• Manage and coordinate activities of Oracle Functional Services team
• Produce management reports
• Identify and mitigate risks in the delivery of services
• Manage quality of delivery
• Facilitate tactical execution of defined tasks within the scope of services
• Facilitate process compliance
• Lead account reviews
• Track project plans/milestones
• Assist in escalation when needed
• Responsible for delivery of SLAs
• Responsible for delivery of services
• Build and manage the operations team
• Mentor team and build expertise
• Responsible for quality of delivery and customer satisfaction
• Partner with teams (internal and customer)
• Participate in weekly operational review meetings
• Participate in change management meetings
• Participate in high severity incident resolution
• Incident prevention and detection oversight

Ideal Candidate Profile

• Oracle Fusion Cloud/HCM experience - technical or functional or techno-functional
• Minimum 12 years of experience
• Should have worked in a managed services engagement for at least 5 years
• Should have managed engagements for a period of 3-4 years
• Fluent in risk management and delivery management
• Fluent in ITIL
• Fluent in English

Academics

• B.S. (Computer Science) or equivalent preferred
• Other qualifications with adequate experience may be considered
• MBA (Financials/Operations/Systems) is a plus

As part of Oracle's employment process, candidates will be required to successfully complete a pre-employment screening process. This will involve identity and employment verification, professional references, education verification, and professional qualifications and memberships (if applicable).

Career Level - IC4

About the Company

Oracle offers an integrated array of applications, databases, servers, storage, and cloud technologies to empower modern business. For most companies, flexibility is critical. Oracle provides a wide choice of software, systems, and cloud deployment models - including public, on-premises, and hybrid clouds - to ensure that technology flexes to the unique needs of a business.

Oracle Cloud is a complete, integrated stack of platform, infrastructure, and application services. With advanced scalability and security, Oracle Cloud enables technical agility across the enterprise, connects people to information for clearer insights, and fosters efficiency through simplified workflows.

More than 420,000 customers across 145 countries have harnessed Oracle technology to accelerate their digital transformation.