. At Mace, our purpose is to redefine the boundaries of ambition. We believe in creating places that are responsible, bringing transformative impact to our people, communities and societies across the globe. To learn more about our purpose, culture, and priorities, visit our strategy site. Our values shape the way we consult and define the people we want to join us on our journey, they are: Safety first - Going home safe and well Client focus - Deliver on our promise Integrity - Always do the right thing Create opportunity - For our people to excel Head of Oracle support will be responsible for delivery of Oracle Support Services (ERP and HCM) working with strategic IT service provider to ensuring service is delivered to quality standards to meet business needs. Partners with key internal stakeholders to ensure third-party providers are managed, ensures commitments set out in third party agreements are adhered in accordance with compliance and policies and procedures. You’ll be responsible for: Partnering with multiple internal and external stakeholders, working in collaboration to plan and implement business needs. Building and managing third party outsourcer relationship to ensure service is delivered in line with business needs. Translating business requirements into delivery through third party teams. Mitigating and resolves escalations and/or urgent issues with to maintain and support service. Providing detailed reports as per agreed schedule and/or on request, including management and account performance reports Reviewing and periodically re-negotiating service level agreements (SLA). Executing the provision of quality services are delivered to agreed SLA and ensures the provision of services are delivered aligned to budget and risks are flagged in a timely manner. Directing changes and ensures are managed effectively including quarterly patch updates mandated by cloud services Driving product capabilities, continuous review and improvements, proposing recommendations to leverage new technology or capability for consideration. Supporting team (or several teams), driving the appropriate behaviours to achieve success & KPIs, including a continuous improvement culture. Providing team support, technical & career development and coaching. Supporting wider IT management teams during times of absence or staffing challenges and working in line with the priorities of the department and function. Working collaboratively towards the common goal of net zero carbon transition and share responsibility for the proactive identification and management of the associated carbon emissions and reductions during the delivery of work. You’ll need to have: Good understanding of key HR Finance processes. Experiencing in leading an ERP support function / team. Excellent writing skills. Good problem-solving skills including the ability to understand technical and functional detail to help flesh out solutions to challenges. Strong process background. Demonstrates excellent communication skills - both verbal and written. Commitment to delivery business outcomes in an efficient and timely manner. Experiencing in managing outsource partners delivering remote managed services. Choose effective and appropriate 360-degree communication. Recognise efforts and foster team spirit. Very high level of attention to detail & ability to work independently. Highly efficient in meeting deadlines and managing job prioritisation. Strong at planning and delivery. Ability to work with people across all functions and levels of an organisation. Ability to pick up existing processes and tools and get up to speed in a short period of time and complete a knowledge transfer. The ability to motivate team members and identify strengths and weaknesses within the team. Undertake a process of continuing self-appraisal which ensures that skills are regularly updated to take advantage of new developments or methods of working which will improve service provision. Experience with ITIL based disciplines in particular service transition. Experience with project-based disciplines in particular stage gate process. You’ll also have: Familiarity with IT security and industry related regulations (e.g. ISO 27001). Development of key performance indicators (KPI’s) for reporting to senior management to form part of a CSI plan. Experience in employee supervision and management of medium scale geographically spread teams. Identifying and implementing process improvements. Experience with large-scale systems and integrations. Knowledge of construction industry. Some knowledge of client engagement methods. Exposure to service desk management tools. Ability to work within restrictive timeframes and be able to manage conflicting priorities. ITSM process experience with qualifications in IT security and experience in improving and maturing processes (or equivalent). Ability to lead offshore\\remote teams through an outsource engagement. Cost and commercial management experience. Education - Degree Level (or equivalent). Some knowledge of client engagement methods. Exposure to service desk management tools. Ability to work within restrictive timeframes and be able to manage conflicting priorities. Mace is an inclusive employer and welcomes interest from a diverse range of candidates. Even if you feel you do not fulfil all of the criteria, please apply as you may still be the best candidate for this role or another role within our organisation. We are also open to discussing part-time, flexible, and hybrid working options if suitable within the role. LI-Onsite