Oracle HCM Managed Services Lead

Oracle HCM Managed Services Lead (Remote, US-based)

Our client is looking for an experienced Oracle HCM Managed Services Lead to oversee the delivery of high-quality managed services for Oracle HCM systems. This role requires a blend of technical expertise in Oracle HCM, leadership capabilities, and a focus on continuous improvement to ensure the success of both internal and external clients. As the Managed Services Lead, you will be responsible for driving service excellence, meeting SLAs, and optimizing system performance in a dynamic environment.

Key Responsibilities:

• Team Leadership & Management:

  • Lead and mentor a team of Oracle HCM support analysts, fostering a collaborative and high-performance environment.
  • Assign tasks and projects to the team, ensuring timely service delivery in line with client expectations and service level agreements (SLAs).
  • Conduct performance evaluations, provide feedback, and manage team development to ensure skill growth and service excellence.
  • Act as the primary point of escalation for any service-related issues, ensuring resolution of critical incidents.
  • Coordinate with internal and external stakeholders to manage changes, enhancements, and upgrades to Oracle HCM environments.

• Oracle HCM Solution Support:

  • Manage and resolve incidents, troubleshoot system issues, and ensure timely ticket resolution for clients.
  • Maintain accurate system documentation, including configurations, customizations, and integrations.
  • Ensure compliance with relevant regulations, security standards, and Oracle HCM best practices.
  • Monitor Oracle HCM systems proactively to identify and resolve potential issues before they impact service delivery.

• Continuous Improvement:

  • Identify opportunities to improve the managed services offering and propose enhancements to Oracle HCM modules and services.
  • Analyze system performance and recommend optimizations to improve efficiency and enhance user experience.
  • Stay current with Oracle HCM updates, patches, and new features to ensure the managed services team can provide proactive support to clients.

• Service Reporting:

  • Provide regular updates to the Director of Applications and clients on system health, ongoing issues, and completed work.
  • Track and report on service metrics, SLAs, and KPIs, ensuring service goals are met or exceeded.

• Collaboration with Cross-Functional Teams:

  • Work closely with Oracle consultants, vendors, and third-party service providers to manage integrations, system updates, and escalated issues.
  • Partner with internal teams to address cross-functional issues and improve overall service delivery.

Qualifications:

• Required Skills and Experience:

  • 5+ years of experience managing Oracle HCM systems (Oracle HCM Cloud or Oracle E-Business Suite).
  • Proven track record in managing or leading a support or managed services team.
  • Strong expertise in Oracle HCM modules, including Core HR, Payroll, Talent Management, Learning, and Absence Management.
  • Hands-on experience troubleshooting, incident resolution, and system monitoring within Oracle HCM environments.
  • Solid understanding of IT service management (ITSM) frameworks and Jira (JSM).
  • Familiarity with SLAs, KPIs, and service reporting processes.
  • Excellent communication skills, with a focus on client management and relationship-building.
  • Strong problem-solving abilities, attention to detail, and a proactive approach to issue resolution.

• Preferred Skills:

  • Oracle HCM Cloud or Oracle E-Business Suite certification.
  • ITIL certification or experience working in an ITIL-driven environment.
  • Experience working in a managed services or consulting environment.
  • Knowledge of Oracle HCM integrations and reporting tools (e.g., OTBI, BI Publisher).
  • Experience with Oracle HCM security and compliance requirements.

Why Our Client?

Our client offers an exciting opportunity to lead and shape the future of Oracle HCM Managed Services, delivering impactful solutions and driving operational excellence. This role provides the opportunity to work with cutting-edge Oracle technologies, mentor a talented support team, and collaborate with cross-functional teams in a global, remote environment.

Location: This is a remote, US-based leadership role.

If you are a strong leader with deep Oracle HCM expertise and a passion for service excellence, this is the opportunity to make a significant impact.