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IT Services Support Manager
Ref No.: 18-00012
Location: Eden Prairie, Minnesota
Position Type:Direct Placement
Start Date: 03/12/2018
Technical Services Support Manager/Sr. Manager - Oracle Fusion 
Location: Minnesota-Eden Prairie
Type: Full Time Employment

Job Overview:  
Plans, coordinates and supervises all activities in their specialty field related to the design, development and implementation of application/infrastructure systems, services, and processes. Supports the maintenance and upgrading of their existing application/infrastructure systems and services. Leads team on issues related to the design, development and deployment of mission-critical information, infrastructure and/or software systems.  Manages a team and/or Team Leads, establishing goals and objectives, managing performance and deliverables and developing and mentoring staff.
Job Responsibilities and Accountabilities:   
  • Establishes the future state support organization for our Oracle Cloud Fusion deployment.
  • Manages the development of knowledge for Business processes and data; Oracle Cloud product functionality and configurations; technical solution and development objects; Oracle Release coordination; Security and controls design and administration.
  • Defines the production support processes and staffing needs for both Hyper-care and steady state support.
  • Manage 3rd party support organizations for financial application suite.
  • Ensures staff is adhering to organizational methodologies, company policies and procedures.
  • Accountable for all aspects of managing the team including; setting goals and objectives, managing performance, developing associates, staffing, promotions and salary administration, manages performance utilizing organization's performance management system, practices and tools; applying them to developing and improving individual, team, and organizational performance.
  • Partners with the Business Sponsor and delivery teams to determine technical feasibility of proposed changes for their business area.  Participates in Technical Service Roadmap strategic planning with business customers and in the annual operational planning cycle.
  • Provides functional management for PMs delivering business area efforts.
  • Assists with determination of scope and business requirements for changes in their business area.  Reviews and approves proposals for the utilization of Technical Service resources and techniques to systems or infrastructure, processes, and procedures, works with external vendors as needed.
  • Manages the execution and delivery of department projects, including problem definition, and recommendation of changes to systems, infrastructure or processes.  Where applicable, ensures that Service Level Agreements are created and systems are stable for turnover to support services.
  • Oversees efforts in working with application/infrastructure support organizations to assist in the hand-off between development and support.  Maintains customer relationship and integration of activities through regular communications with business/Technical Service managers and directors.
  • Develops project plans including resource and capital requirements; provides input into budgeting process regarding area expenses such as travel, training, etc.
  • Contributes to the ongoing evolution of process/methodologies that pertain to the software development lifecycle, people management, business process or information services.
Job Requirements:   
  • 6-8 years of relevant of Information Technology experience preferred.
  • Bachelor's Degree in Computer Science preferred.
  • Experience leading a team required.
  • Demonstrated ability to influence key Technical Service and business leaders.
  • ITIL Foundations certification preferred.
  • Excellent written and verbal communication skills, strong customer focus and demonstrated ability to work in geographically dispersed teams.
  • Ability to manage competing priorities.
  • Exposure to methodologies and specific quality assessment/certifications such as ISO and CMMi.
  • Some travel may be required.  Flexible with work hours to accommodate the time differences of a global workforce.