Oracle Operations Manager - Fusion Cloud Financials

About the role

The Operations Manager owns the day-to-day support service for EF's Oracle Fusion Cloud Financials and is the single point of accountability for keeping the Record-to-Report, Order-to-Cash and Procure-to-Pay processes running, improving and compliant. The role directs the external managed-services partner team, acts as the go-to person for Finance and the wider business, and sets the standard for how support is delivered across EF and its partners.

Key responsibilities

• Own incident, problem, service request, access and change management for Fusion Financials, including the monthly and quarterly close support calendar, and provide hands-on functional expertise on tickets.
• Manage SLAs end to end: monitor performance, challenge breaches, drive corrective actions and report to IT and Finance leadership.
• Reduce ticket volume through creative solutions, automation, root-cause analysis, knowledge articles and permanent fixes.
• Direct the external partner team day to day: work allocation, prioritization, quality review, governance cadence and escalation, and plan and forecast resources across partner and internal teams.
• Act as the go-to person for Finance, Shared Services and Controlling, translating business requirements into change requests and technical constraints back into plain business language.
• Manage change requests from intake to deployment, lead impact assessment, regression testing and UAT for Oracle quarterly updates, and deliver system and process improvements including new Oracle features.
• Enforce EF's support, documentation and security standards, support internal and external audits, and run incident, problem, service request, access and change management in line with ITIL.

Required profile

• 7+ years on Oracle Financials, at least 3 on Fusion Cloud Financials in a support or application management role.
• Proven track record of reducing ticket volumes and delivering measurable system and process improvements.
• Experience directing an external managed-services partner against SLAs in an ITIL-based operating model.
• Hands-on experience managing change under waterfall/SDLC and agile methods, including Oracle quarterly update testing, in a multi-entity, multi-currency environment.
• ITIL Foundation certified (intermediate preferred); fluent English.
• Desirable: Oracle Cloud Financials certification; PRINCE2, PMP or Scrum certification; experience with OIC, FDIP and Oracle AI; exposure to EPM and HCM touchpoints.

Required skills

• Deep knowledge of GL, Subledger Accounting, Payables, Receivables, Assets, Expenses, Intercompany and Tax; working knowledge of Purchasing, Cash Management and ARCS.
• ITIL practices: incident, problem, service request, access, change and service level management.
• Oracle Fusion Cloud Financials, OTBI, Smart View, Oracle Integration Cloud (OIC), Fusion Data Intelligence (FDIP).