Description
Joining an established team midway through a multi million Euro Oracle Retail Project, your role will be to ensure the whole project stays on track to be delivered. This job will suit a strong leader who can navigate through complex challenges and knows how to get results. There will be a few bumps in the road ahead and a solution orientated trouble shooter is needed.
Day-to-day:
- Participate in all governance meetings
- Act as single point of escalation for all issues related to service.
- Manage successful day-to-day operations of the support team
- Coordinate with Third party vendors
- Develop and maintain an appropriate organisational structure capable of supporting the committed SLA.
- Determine workload profiles for operation schedules and Define/review Resource estimation for defined activities and ensure proper staffing of the team and ensure optimal resource utilisation
- Develop, motivate and retain assigned team.
- Ensure succession planning of critical resources.
- Ensure that the support teams are aware of the responsibilities and obligations of the company as specified in the SOW
- Ensure smooth induction of new team members through a well-defined induction process
- Size all proposed new and modified Services to determine the resources required; to determine hardware utilization, performance service levels and cost implications
- Prepare Service Delivery Plan and deliver agreed and planned tasks on time and as per defined quality norms
- Ensure that the performance of all services, as detailed in the targets in the SLAs and SLRs, is monitored and measured, and that the collected data is recorded, analysed and reported to relevant stakeholders on a regular basis
- Ensure Customer satisfaction are conducted as per schedule
- Ensure analysis of Customer Complaints and customer feedback and closure of action plans within agreed timelines.
- Ensure Planning and implementation of Service Improvements at Program level
- Handle non-conforming items according to documented procedures
Skills and experience needed:
- Oracle Retail Merchandising System practical knowledge
- ITIL Change Management Experience
- Multiple stakeholder Management
A challenging role for a thick skinned individual. Big impact position and highly rewarding.
Call Neil Sullivan for immediate consideration.