Global Delivery Manager

4 weeks ago

Milwaukee, United States Experis Full time

Title: Global Delivery Manager - US & LATAM 
Type: Permanent (Full-Time) 
Location: Hybrid 3 days onsite - Milwaukee WI 53212 - 100 Manpower Place

We are  moving to an advanced process and digital technologies that require an experienced technology owner for supporting the transformation and in-flight projects.

 looking for a Global Delivery Manager- Darwin North America & LATAM to be based in our Headquater in Milwaukee.

Responsibilities:

  • Overall ownership of operations delivery of Global Oracle SaaS platform for North America and Latin America countries.
  • Supporting business and technology functions implemented on Oracle Cloud Financials for ManpowerGroup during North America Business hours and LATAM business hours.
  • Resolve issues if needed for urgent support issues.
  • Co-ordinate with other global Support team based in India on development, testing and execution of technology components in Oracle Cloud.
  • Evaluate, implement, and support key IT Systems to optimize current support processes for Oracle Financial SaaS platform. Responsible for creating a plan for decommissioning of applications and execution of decommissioning in conjunction with the Darwin programs. Support users in the geography for solving operational issues related to Oracle Financials and ancillary systems on a daily basis.
  • Drive Business Process Excellence and improvement in process, technology areas to achieve agreed performance metrics. Seek continuous improvement and suggest process improvements. Work with extended offshore support team for issue resolution, process optimization. Provide immediate solutions in system during operating hours in US and LATAM.
  • Manage all procedures related to the identification, prioritization, and resolution of support requests, including the monitoring, tracking, and coordination of Help Desk functions along with 3rd party vendor manager.
  • Assess feedback from internal customers and (proactively) identify issues, provide resolution and execute resolution with 3rd party outsourced provider.
  • Monitor, adhere the Operational Level Agreements within the delivery units where specifically needed, report on the metrics and drive continuous improvements.
  • Resolving user issues related to Oracle SaaS Procurement, Account Receivables, Advance Collection, General Leader and Financial Cloud, and 3rd party components like OCR tools.
  • Additional responsibilities will include collecting requirements for enhancements, projects, executing the requirements through technical development or configurations. Supporting Integrating to and from Oracle Cloud, data failure and configurations, coordinating with technical team for integration services.
  • Continuous improvement of the process including fixing integration, workflows.
Critical experience required from the candidates:
  • Thrive in a diverse, fast paced environment. Bachelor’s degree in business or technology. 12 to 15 years of relevant experience in Oracle Cloud Financials implementation or Support. Must have Oracle Cloud Financials or Oracle ERP Financials experience, functional or technical, or both.
  • Ability to understand Oracle Cloud configurations, configure Oracle Cloud, ability to write and execute test cases for testing.
  • An extensive track record of performing effectively under pressure and working across multiple clients/countries and product areas in Oracle Financials (ERP’s). Ability to successfully manage internal and external expectations around resolution timeframes and maintain a high level of client satisfaction. Through understanding of Oracle Cloud SaaS processes in one of the following areas: Account receivables (AR), Accounts Payables (AP) or GL/FA.
  • A service-oriented mindset to satisfy user community and accessibility. Possessing a Continual Service Improvement mindset and strong critical thinking abilities. Knowledge on Oracle Cloud Fusion Financials technology
  • Understanding of resource and SLA management. Monitor and manage SLA targets. Utilize satisfaction feedback, to drive service improvement activity.
  • Ability to coordinate a work team and determine and coordinate training for specific tasks or assignments. Provide accurate and regular reports to the management on performance of the service delivery.
  • Nice to have: Prior experience in large multi-country Oracle ERP support, Oracle Cloud certification, Oracle Financial implementation experience, ability to converse in Spanish.
  • Strong people management skills and ability to build relationships throughout the business at all levels as well as externally. Experience working with teams across multi geography and supporting multi countries.
Sphere of Influence
  • Sphere of influence across multiple country Finance teams, country IT teams and proximity to our Corporate Finance Leadership Team
  • Need to navigate within the global, diverse, matrixed nature of our organization.
  • Working with outside System Integrators, compliance with project processes
  • Drive open and ongoing communication on issues faced by users, be in communication with the users
  • Drive compliance of application(s) for multiple countries and application stack, plan retirement of applications

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