Job Description
What if you could do the kind of work the world needs?
At WSP, you can access our global scale, contribute to landmark projects and connect with the brightest minds in your field to do the best work of your life. You can embrace your curiosity in a culture that celebrates new ideas and diverse perspectives. You can experience a world of opportunity and the chance to shape a career as unique as you.
Position Overview
We are seeking an experienced operations support leader for the Horizon operations environment to lead and oversee all production related service resolutions for a global Oracle implementation. The Senior Technical Manager, Global ERP Operations will report to the Director, Horizon Operations Support to help shape and lead Horizon Operations support and management across the globe, ensuring robust, secure, and high-performing applications and services.
A Little More About Your Role…
This role will be responsible for managing a wide range of critical functions, including production application support, process improvement as it pertains to Operations Support, key performance indicators, employee experience, ensuring Service Level Agreements are met, interface with our managed service provider with responsibility for the L1 Service Desk, and other related duties. As a Senior Technical Manager, you will work alongside other Horizon leads to support one another and provide a best-in-class service to our global stakeholders.
Key Responsibilities
- Demonstrate strong analytical thinking and curiosity when identifying issues and proposing solutions.
- Bring technical expertise to the role, including proficiency in Artificial Intelligence and programming skills.
- Exhibit a high level of front-line focus, assessing employee satisfaction, addressing their needs effectively, and improving communication processes.
- Communicate clearly and effectively with team members, stakeholders, and customers.
- Manage major incident bridges with calmness and experience, ensuring timely resolution, formalized communication of impact, and minimal impact to the business. Drive Lessons Learned and Root Cause Analysis (RCA) on all P1/P2 incidents and some business-impacting P3 incidents to prevent recurrence.
- Develop and maintain the strategy for Operational Support to the Oracle Fusion environment, collaborating with global leads to set clear objectives.
- Oversee the health and performance of Oracle Fusion, ensuring high availability and reliability.
- Build and maintain the monthly operations scorecard with insights, preparing for executive leadership briefings with a data-driven approach.
- Work closely with software managed service providers to ensure SLA adherence, process improvements, improvement of first call resolution of tickets, and ongoing training for the Service Desk. Coordinate with cross-functional teams to investigate and resolve application issues and outages promptly, identifying trends and implementing process improvements.
- Support the lead on the Change Advisory Board (CAB) process, understanding upcoming production impacts, and implementing appropriate production governance processes to ensure high quality and proactively reduce incidents.
- Develop strategies to enable employees to self-serve issues by collaborating with the OneIT organization, Organizational Change Management (OCM) team, and other enabling teams.
What We Will Be Looking For You To Demonstrate…
- Bachelor’s degree in Information Technology, Computer Science, or a related field. A master’s degree is desired. Equivalent experience, in lieu of a degree, will be considered
- Global Team Leadership experience
- Experience in supporting a large, multi-national operations environment
- Experience with Oracle Fusion preferred
- Experience or aptitude in developing and holding training sessions for IT staff, virtually or in person as required
- A clear understanding of the ITIL framework and an ability to apply ITIL principles within an IT service management environment, ITIL qualification as standard.
- Solid knowledge and experience of ServiceNow
- Process orientated with a methodical and planned approach to achieving goals
- Be comfortable with ambiguity, thrive on change and engender a collaborative approach
- Hands-on experience of the ITSM work management system, ServiceNow
- Proven experience of line management and the development of individuals within a matrix organization structure. Track record in team transformation and team building
- Experience of work to (and exceeding) Service Level Agreements
- Excellent analytical, problem-solving and communication skills (both verbal and written)
- Can build effective working relationships across the program and achieve desired outcomes through effective engagement and communication
- Experience in process optimization, effectiveness, and improvement
- Familiarity with IT governance and compliance standards
- Proven track record of managing complex applications operations in a multi-site, multi-national environment.
- Strong knowledge of industry-standard tools and best practices related to SDLC, DevOps and security
- Experience with cloud services and hybrid IT environments is a significant advantage.
If you are a seasoned IT leader with a passion for driving excellence, we encourage you to apply and be a key contributor to our global success.
Imagine a better future for you and a better future for us all.
Join our close-knit community of talented individuals who share your passion for making a positive impact. Our global team includes more than 69,000 employees, working together to make a difference in communities both close to home and around the world.
With us, you can. Apply today.
About Us
We are one of the world’s leading engineering and professional services firms. Our 69,300 passionate people are united by the common purpose of creating positive, long-lasting impacts on the communities we serve through a culture of innovation, integrity, and inclusion. With over 9,000 professionals across the UK and Ireland, we are dedicated to our local communities and propelled by international brainpower.
WHAT’S IN IT FOR YOU?
Work-life balance
At WSP, we understand that work is just one aspect of your life. It’s important to make time for you, your family, friends, interests and your community.
Our hybrid working policy offers the flexibility to work from home two days a week, while also providing opportunities to collaborate in our modern offices across the UK.
Inclusivity & Diversity
We welcome applicants with diverse backgrounds and experiences. We enable rewarding careers by encouraging people to bring their whole and authentic selves to work so that our work represents the fullest spectrum of society. We celebrate integrity and treat people with respect, supporting each other and embracing diversity to create a culture of inclusion and belonging at WSP. We have our employee resource groups bring together employees and allies with different backgrounds to promote a culture of inclusivity.
Health & Wellbeing
We are committed to supporting our people, giving you the tools to make improvements to your health and wellbeing through our Thrive programme.
Med24 offers you and your family unlimited telephone access to an NHS doctor, available 24/7, with options for face-to-face video consultations. We also provide reasonable workplace adjustments for those in need. Additionally, you can benefit from the Gymflex scheme, which offers up to 40% off annual gym memberships through our WSP flexible benefits program, as well as a comprehensive menopause support package.
Flex your time
To enhance work-life balance, WSP offers the “WSP My Hour,” allowing you to take one hour each day for personal activities, with the flexibility to make up the time earlier or later that day.
We also provide part-time and flexible working arrangements, the option to purchase additional leave, and the ability to use your bank holiday entitlement to suit you.
Your development
We understand the importance of development and training to you. That’s why we foster a supportive environment that invests in your growth, whether through training, mentoring, or Chartership.
#WeAreWSP
Here at WSP we positively encourage applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, pregnancy or maternity/paternity. As a Disability Confident leader, we will interview all disabled applicants who meet the essential criteria, please let us know if you require any workplace adjustments in support of your application.
