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Manager ERP Operations
Entertainment & Media Industry Company
Raleigh, NC, United States
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Description
At Company, we’re committed to a world that’s always learning and to our talented team who makes it all possible. From bringing lectures vividly to life to turning textbooks into laptop lessons, we are always re-examining the way people learn best, whether it’s one child in our own backyard or an education community across the globe. We are bold thinkers and standout innovators who motivate each other to explore new frontiers in an environment that supports and inspires us to always be better. By pushing the boundaries of technology — and each other to surpass these boundaries — we create seeds of learning that become the catalyst for the world’s innovations, personal and global, large and small.
The ERP Operations Manager has responsibility for managing the end-to-end support for Company’s ERP Ecosystem, which includes a cloud-based deployment of Oracle’s ERP Suite, and a set of supporting systems/services.
This role will report to the Director, Operations & Architecture and act as the trusted partner for Operations & Support towards the ERP Program. It will closely collaborate with Oracle Hosting Services, Business Owners Technical Operations & the Technical Shared Service Centre leveraging and integrating their capabilities into the End to End Operating Model.
Key Focus Areas
● Responsible for application level support and cross cutting operational support roles for strategic ERP platforms:
◦ Release Management
◦ Change Management
◦ Incident/Problem Management
◦ Environment Management
◦ Onboarding & Service Transition
● Vendor Management (L1.5/L2). Driving quality to ensure best practice and standards are met
● Responsible for the safe delivery of all Application Changes and Releases into the ERP systems landscape.
● Ensure operational readiness for the delivery of all future strategic ERP enhancements.
● Work Supportively & Collaboratively with Business Owners, Testing & Delivery Counterparts
● Process Owner ensuring compliance with SOx and HIPAA for all strategic ERP systems.
Team / Line Management responsibilities
● Responsible for Operations & Support budget planning (CapEx & OpEx) and managing the operational costs, including staff costs, 3rd party costs and license maintenance.
● Agree SMART team goals with key stakeholders and oversee the delivery against them.
● Ensure best practice management of the team, including regular feedback and effective and supportive people management
● Build relationships and trust with key stakeholders to support programme delivery and collaborative approaches where appropriate
● Manage a globally distributed workforce.
Qualifications
Skills/ Experience
Essential Skills /Experience
● Demonstrable experience of developing and delivering large scale application platform operations and support solutions in international business environments
● Experienced in large scale offshoring and outsourcing of support and operations activities
● A track record of building, maintaining and managing strong relationships within an international business and across many different stakeholder groups
● Excellent customer service ethic
● Able to actively promote and represent the core deliverables of the function
● Strong engagement and executive presence
● Ability to generate respect and trust from staff and external constituencies
● Ability to communicate professionally, clearly and effectively to target audiences
● Ability to work under pressure to meet deadlines. Good organisational, planning & time management skills.
● Excellent project management, planning and organisational skills
● Proactive in seeking information, challenging norms and driving efficiency
Workstream/Line Management Skills
Track record of effectively delivering large scale programmes through a team
● An excellent collaborative manager, able to take on a broad range of perspectives, influence positively and act as a coach
● Proven excellent people manager able to lead and motivate a team
● Excellent track record of steering remote (onshore/offshore) management and multicultural teams