Oracle Operations Manager

pbJOB DESCRIPTION /b 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, is the go-to person for Finance and the wider business, and sets the standard for how support is delivered across EF and its partners. /p h3Role Summary /h3 pbJOB DESCRIPTION /b 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, is the go-to person for Finance and the wider business, and sets the standard for how support is delivered across EF and its partners. /p h3What You’ll Support /h3 ul liRecord-to-Report: General Ledger, Subledger Accounting, Intercompany, Assets, Cash Management, Account Reconciliation (ARCS) and period close /li liOrder-to-Cash: Receivables, customer and receipt processing, and Payments /li liProcure-to-Pay: Purchasing, Suppliers, Payables, Expenses, Payments and Tours Direct S2P /li liCross-process: Tax, approvals and workflow, user access and roles, enterprise structures, and data fixes and mass uploads /li liReporting and integration: Fusion Data Intelligence (FDIP), OTBI, Smart View, Oracle Integration Cloud (OIC), bank and ADP integrations, quarterly releases, and Oracle AI and Redwood /li /ul h3Key Responsibilities /h3 h3Service delivery /h3 ul liOwn incident, problem, service request, access and change management for Fusion Financials, including the monthly and quarterly close support calendar. /li liProvide hands‑on functional expertise on tickets and guide the partner team on the harder cases. /li liManage SLAs end to end: monitor performance, challenge breaches, drive corrective actions and report to IT and Finance leadership. /li liReduce ticket volume by challenging the status quo: creative solutions, automation, root‑cause analysis, knowledge articles and permanent fixes rather than repeat workarounds. /li /ul h3External partner and business /h3 ul liDirect the external partner team day to day: work allocation, prioritization, quality review and adherence to EF standards; run the daily, weekly and monthly governance cadence and escalated where delivery falls short. /li liPlan and forecast resources across partner and internal teams, including year‑end close and quarterly Oracle releases. /li liAct as the go‑to person for Finance, Shared Services and Controlling; translate business requirements into well‑formed change requests and technical constraints back into plain business language. /li /ul h3Change, projects and standards /h3 ul liManage change requests from intake to deployment using waterfall, SDLC or agile as the change warrants; lead impact assessment, regression testing and UAT for Oracle quarterly updates. /li liDeliver system and process improvements, including new Oracle features (AI agents, Redwood) where they reduce effort or risk, and act as project manager when required. /li liBe the advocate and role model for best practice and ITIL‑aligned ways of working; enforce EF's support, documentation and security standards across internal and partner teams; support internal and external audits. /li /ul h3IT service management /h3 h3Role /h3 pA thorough, practiced understanding of IT Service Management is essential. The role must be able to run, explain and hold partners to each of these practices: /p ul liIncident – prioritize by impact and urgency, drive major incidents end to end, own communications, run post‑incident reviews. /li liProblem – identify recurring issues, lead root‑cause analysis, maintain known errors, drive permanent fixes. /li liService request – define the request catalogue, set fulfilment standards, automate where possible. /li liAccess – own joiner‑mover‑leaver for Fusion roles, run access reviews, enforce segregation of duties. /li liChange – classify standard, normal and emergency changes, run CAB, ensure testing and rollback, align with Oracle release windows. /li liService level – define, measure and report SLAs and OLAs and drive improvement plans. /li /ul h3What You Bring /h3 h3Experience and qualifications /h3 ul li7+ years on Oracle Financials, at least 3 on Fusion Cloud Financials in a support or application management role. /li liDeep knowledge of GL, Subledger Accounting, Payables, Receivables, Assets, Expenses, Intercompany and Tax; working knowledge of Purchasing, Cash Management and ARCS. /li liProven track record of reducing ticket volumes and delivering measurable system and process improvements. /li liExperience directing an external managed‑services partner against SLAs in an ITIL‑based operating model. /li liHands‑on experience managing change under both waterfall/SDLC and agile methods, including Oracle quarterly update testing, in a multi‑entity, multi‑currency environment. /li liITIL Foundation certified (intermediate preferred); fluent English. /li liDesirable: Oracle Cloud Financials certification; PRINCE2, PMP or Scrum certification; experience with OIC, FDIP and Oracle AI; exposure to EPM and HCM touchpoints. /li /ul h3How You Work /h3 ul liCustomer first – treats Finance and the business as customers, meets them where they are and pays close attention to detail, because 99% right can still leave someone stranded. /li liTakes ownership – owns the service end to end, steps in when something seems off, says no when needed and is accountable for the outcome. /li liInnovates – not satisfied with workarounds; challenges the status quo and tries new Oracle capabilities. /li liBuilds a positive team culture – brings energy and trust to the team, celebrates wins and makes support a team people want to work with. /li liCollaborates – curious, shares knowledge, coaches partner colleagues and internal analysts, and works well across a global, multicultural organisation. /li liStakeholder management and communication – credible with finance leaders, auditors, the partner and Oracle; explains technical issues in plain business language. /li liCalm, structured and pragmatic – steady during major incidents and close periods, keeps backlog and plans visible, balances control and speed, escalates early. /li liCommercially aware – understands the managed‑services contract, challenges scope creep and gets value from the partner relationship. /li /ul #J-18808-Ljbffr