Digital Managed Services Consulting Manager, Oracle SCM, Procurement

This is a fully remote position, open to applicants in Illinois.

📋 Description

• Supervise the comprehensive delivery of managed services to clients within the Supply Chain Management sector, ensuring compliance with SLAs, quality benchmarks, and contractual commitments.

• Track service performance indicators, such as service uptime, response times, and customer satisfaction, while taking proactive actions to resolve any discrepancies or challenges.

• Fulfill dual responsibilities as both an independent resolver of SCM support issues and as a team leader.

• Collaborate with cross-functional support teams to ensure prompt resolution of incidents and challenges impacting managed services.

• Establish effective incident management and problem-solving frameworks to reduce service disruptions and mitigate risks.

• Develop strategies for the implementation and support of new features and best practices for clients.

• Conduct review analysis sessions, provide a roadmap for the implementation of new features, support demonstrations, and offer post-go-live assistance for these enhancements.

• Assist in the automation testing of regression tests for various clients across different schedules.

• Lead and mentor a team of managed services professionals, offering guidance, support, and performance evaluations.

• Continuously evaluate and enhance the efficiency and effectiveness of managed services delivery processes.

• Manage relationships with external vendors and partners involved in the provision of managed services.

• Foster and maintain strong relationships with clients, serving as a trusted advisor and escalation point.

⛳️ Requirements

• Extensive knowledge of the administration and maintenance of the Oracle SCM Cloud system, with at least 10 years of experience.

• Strong background in implementation or support within SCM areas such as Procurement, Order Management, Inventory, Costing, Advanced Procurement, Manufacturing, and Supplier Administration.

• Experience with REDWOOD implementation is highly preferred.

• Familiarity with various integrations (inbound/outbound) related to Oracle SCM is an asset.

• Experience in managed services or working with multiple clients is a significant advantage.

• Experience in implementing quarterly release features in the SCM area is greatly desirable.

• Outstanding communication and interpersonal skills for building relationships with clients and internal stakeholders.

• Bachelor's degree in business administration, information technology, or a related field (or equivalent experience).

• Proven track record in managing a team within a managed services or IT services environment.

• Familiarity with ticketing tools such as ServiceNow is a plus.

• Comprehensive understanding of managed services concepts, service level agreements, and ITIL frameworks.

• ITIL or other relevant certifications are advantageous.

🏝️ Benefits

• Medical, dental, and vision coverage.

• Additional wellness programs.

• 401(k) plan with a generous employer match.

• Employee stock purchase plan.

• Generous Paid Time Off policy.

• Paid parental leave and adoption assistance.

• Free annual health screenings and coaching.

• Ongoing programs recognizing significant events in the lives of employees throughout the year.