The ERP Global Operations Manager will be accountable for the operations, maintenance, reliability and performance of the Global ERP production environment.  The ERP Global Operations Manager will have the following main duties and responsibilities:

• Supporting the Oracle eBusiness suite 12.2.7 ERP.
• Managing regional support teams: APAC, Europe, India and North America.
• Global management of ERP Support Teams.
• Building and maintaining Operational Support Teams by leveraging employees and key partners.
• Managing, reporting and communicating service levels, project status and system performance.
• Communicating key GEOS activities and / or milestones related to operations and / or services to key stakeholders.
• Proposing and implementing processes, technologies, procedures to improve business service levels.
• Owner of the Change Advisory Board (supported by the GEOS World Change Lead).
• Managing the relationship and governance with third parties to ensure services are delivered and service level expectations are met.
• Providing and communicating operational KPIs on system availability, performance and support activities.
• In collaboration with the Program Manager, proposing, implementing and reporting on service level agreements.
• Developing and implementing procedures to ensure compliance of key IT audit controls.
• Global interface between GEOS Operations and the business.
• Determining risk assessment to ensure production releases have no impact on production.
• Account Management Lead between the company and third-party support provider(s).
• Management and reporting of the Global Support Services.
• Single point of contact / escalation with Systems / Infrastructure provisioners.
• Ensuring that operations for allocated entities are delivered according to the contractual SLAs.
• Disaster recovery management and testing.
• Setting up and managing OLAs and under-pinning contracts.
• Regular SLA reviews.
• Producing and monitoring relevant KPIs for the team.
• Requirement to work out of hours on an ad hoc basis.
• Requirement to travel globally to support the regions.

Qualifications:

Preferred:

• ITIL v3 Foundation certification (Manager’s certificate preferred).
• Degree qualified, preferably in a technical discipline or business-related subject.
• IT industry recognised qualification (e.g. MCP, MCSE/A, CCNA).

Experience:

Essential:

• ERP Service Delivery experience.
• Significant experience in the management of Applications / ERP Support Teams.
• Change management and release and deployment management experience.
• Audit / compliance exposure.
• Third party contract management experience.

Preferred:

• Project management experience.
• Experience of the ITIL framework.
• Experience of an ERP deployment.
• Experience of Service Desk management.
• SOX experience.
• Budget experience.