Operational Leadership: Oversee day-to-day operations of technology service management, infrastructure, and back-office services. Manage and streamline processes to improve service delivery, operational efficiency, and resource utilization. Lead, develop, and motivate a high-performing team of technology professionals, delivery managers, and service operational staff.
Strategic Planning and Execution: Collaborate with senior leadership to define and execute long-term strategies for the technology services division. Align operational objectives with overall business goals and ensure the operational strategy aligns with the company's vision and objectives. Drive the implementation of new technology initiatives, operational improvements, and cost-reduction measures. Standardize platforms and technologies to reduce complexity and risk. Ensure end-user technology aligns with roles and maximizes client investments.
Oracle EPR Lead: Oversee all aspects of the delivery of the end-user computing environment for Oracle EPR. Participate in EPR project workstream meetings as required. Work with the EPR Technology team to develop appropriate support models for the single-instance Oracle EPR.
Service Delivery Management: Ensure consistent, high-quality delivery of technology services to clients, meeting contractual obligations and client expectations. Develop and monitor KPIs to assess performance. Implement best practices for service delivery, customer satisfaction, and continuous improvement.
Financial Management: Oversee budgeting, forecasting, and resource allocation. Develop financial models to measure operational performance and identify areas for cost optimization. Ensure the division meets financial goals while maintaining quality and customer satisfaction.
Innovation and Change Management: Identify emerging technologies and industry trends to enhance service offerings. Lead change management efforts for smooth transitions during new technology or process implementations. Promote a culture of innovation and continuous improvement within the team.
Compliance and Risk Management: Ensure compliance with industry standards, regulations, and best practices. Maintain current accreditations and pursue additional recognized certifications. Develop risk management frameworks to mitigate operational, financial, and cybersecurity risks.
Collaboration and Stakeholder Management: Communicate strategies, performance updates, and issues to the CTO and executive team. Build strong relationships with key stakeholders, third-party suppliers, and strategic partners.
Additional Responsibilities: Deliver all technical aspects of the Oracle EPR. Review and revise departmental structures as needed. Provide exceptional customer service. Develop and implement continual service improvements. Inspire team members through commitment and enthusiasm. Foster an inclusive team culture focused on service excellence. Manage budgets according to company guidelines.
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