Oracle Operations Manager

The Operations Manager owns the day-to-day support service for EF's Oracle Fusion Cloud Financials and is the single point of accountability for keeping the Record-to-Report, Order-to-Cash and Procure-to-Pay processes running, improving and compliant. The role directs the external managed-services partner team, is the go-to person for Finance and the wider business, and sets the standard for how support is delivered across EF and its partners.

• Record-to-Report: General Ledger, Subledger Accounting, Intercompany, Assets, Cash Management, Account Reconciliation (ARCS) and period close
• Order-to-Cash: Receivables, customer and receipt processing, and Payments
• Procure-to-Pay: Purchasing, Suppliers, Payables, Expenses, Payments and Tours Direct S2P
• Cross-process: Tax, approvals and workflow, user access and roles, enterprise structures, and data fixes and mass uploads
• Reporting and integration: Fusion Data Intelligence (FDIP), OTBI, Smart View, Oracle Integration Cloud (OIC), bank and ADP integrations, quarterly releases, and Oracle AI and Redwood

• Own incident, problem, service request, access and change management for Fusion Financials, including the monthly and quarterly close support calendar.
• Provide hands-on functional expertise on tickets and guide the partner team on the harder cases.
• Manage SLAs end to end: monitor performance, challenge breaches, drive corrective actions and report to IT and Finance leadership.
• Reduce ticket volume by challenging the status quo: creative solutions, automation, root-cause analysis, knowledge articles and permanent fixes rather than repeat workarounds.

• Direct the external partner team day to day: work allocation, prioritization, quality review and adherence to EF standards; run the daily, weekly and monthly governance cadence and elevate where delivery falls short.
• Plan and forecast resources across partner and internal teams, including year-end close and quarterly Oracle releases.
• Act as the go-to person for Finance, Shared Services and Controlling; translate business requirements into well-formed change requests and technical constraints back into plain business language.

• Manage change requests from intake to deployment using waterfall, SDLC or agile as the change warrants; lead impact assessment, regression testing and UAT for Oracle quarterly updates.
• Deliver system and process improvements, including new Oracle features (AI agents, Redwood) where they reduce effort or risk, and act as project manager when required.
• Be the advocate and role model for best practice and ITIL-aligned ways of working; enforce EF's support, documentation and security standards across internal and partner teams; support internal and external audits.

A thorough, practiced understanding of IT Service Management is essential. The role must be able to run, explain and hold partners to each of these practices:

• Incident – prioritize by impact and urgency, drive major incidents end to end, own communications, run post-incident reviews.
• Problem – identify recurring issues, lead root-cause analysis, maintain known errors, drive permanent fixes.
• Service request – define the request catalogue, set fulfilment standards, automate where possible.
• Access – own joiner-mover-leaver for Fusion roles, run access reviews, enforce segregation of duties.
• Change – classify standard, normal and emergency changes, run CAB, ensure testing and rollback, align with Oracle release windows.
• Service level – define, measure and report SLAs and OLAs and drive improvement plans.

• 7+ years on Oracle Financials, at least 3 on Fusion Cloud Financials in a support…