Oracle HCM Service Manager

Arcadis is the worlds leading company delivering sustainable design engineering and consultancy solutions for natural and built assets.

We are more than 34000 people in over 30 countries dedicated toimproving quality of life. Everyone has an important role to play. With the power of many curious minds together we can solve the worlds most complex challenges and deliver more impact together.

Who you are:

You are an experienced service management professional with hands-on experience supporting enterprise People technology services. You understand the importance of stable secure and user-centred People services across employee lifecycle processes talent recruitment learning performance workforce management reporting integrations and operational support. You are customer centric commercially aware and confident operating in a complex global environment. You take ownership of incident restoration service level performance change coordination problem management service communications stakeholder alignment vendor performance and continuous service improvement for People Function services.

What Youll Own:

Act as the key point of contact for People Function service support across People stakeholders HR operations business process owners Enterprise Applications teams Global Technology Services & Operations support teams and internal/external service providers.
Own all aspects of People Function service management including incident change problem knowledge management service communications service creation transition and operation.
Ensure service lines deliver reliable customer service incident restoration service request fulfilment and service level agreement performance for People processes platforms and integrations.
Monitor report and improve the availability and performance of end-to-end People Function services including business-critical HR processes and downstream integrations.
Develop People Function standard operating procedures and knowledge-based articles for handover to Level 1 and Level 2 support teams.
Identify prioritise and implement People Function service improvements in collaboration with People stakeholders technology operations and supplier teams.

Role accountabilities:
Service Management:
Coordinate incident problem service request change knowledge management and service communication activities for People Function services.
Work with Global Technology Services & Operations and service operations teams to manage incident and problem response resolution and service requests with a strong focus on end-user and Key Business User satisfaction.
Manage service escalations by establishing clear escalation paths coordinating timely stakeholder updates driving issue ownership across internal and external teams and ensuring appropriate prioritisation and resolution of business-impacting People Function service issues.
Ensure relevant service lines deliver reliable support for People processes platforms integrations access-related issues service changes and operational communications.
Manage operational KPIs for BAU deliveries including shift rota coverage continuity handover responsiveness and adherence to agreed service performance measures across People Function service operations.
Report on People Function service availability performance response and resolution times backlog status customer satisfaction and service improvement opportunities.

Service Alignment & Continuous Improvement:
Assess People Function service or regional change requests and coordinate implementation testing deployment and communication across People stakeholders business users and service teams.
Coordinate People Function deployments and releases across Enterprise Applications to ensure controlled implementation minimal service disruption and effective release communications.
Coordinate problem management by ensuring relevant People process owners internal suppliers external suppliers operations integrations security and testing teams are engaged and informed.
Own service creation and transition activities for People Function capabilities ensuring changes to systems integrations roles and business processes are communicated back to Global Technology Services & Operations.
Define and implement the support model for onboarding new HCM technology solutions including service ownership support tiers operational processes knowledge transfer handover requirements service readiness and integration into BAU support operations.
Cooperate with other domain service managers to ensure service integration across People services and wider enterprise application reporting and integration services.
Work with stakeholders to continually improve People Function services and ensure the service offering meets current and future People and business needs.

Vendor Management & Collaboration:
Work closely with People Function support teams process owners integration teams security teams reporting teams and external service providers to ensure reliable end-to-end service delivery.
Manage and steer third-party performance to support People Function service performance agreed service levels operational outcomes and end-user experience.
Collaborate proactively with Domain BPOs BPEs KBUs end users Global Engagement & Operations domain teams Enterprise Applications teams and Global Technology Services & Operations to develop implement maintain and improve People Function services.

Key Shared Accountabilities:
Partner with other Enterprise Applications lanes People product teams HR operations teams and domain service teams to exceed business expectations.
Support portfolio service management across People and related enterprise application domains including major incident management with Global Technology Services & Operations where People services or integrations are impacted.
Contribute to technical solution decisions with the Global Continuous Improvements lane for People Function service improvements.
Coordinate update release and regression testing with the Enterprise Applications Test Manager People product leads process owners and Key Business Users.
Support People Function integrations with Global System Integrations teams including upstream and downstream dependencies across payroll identity reporting finance and other enterprise platforms.
Develop People Function SOPs and knowledge-based articles with Global Delivery Enablement and coordinate service disruption announcements and end-user communications.

Decision rights:

Owns: Service design transition and operation within the People Function service portfolio.
Owns: Contributing to customer satisfaction through effective People Function service management vendor management stakeholder engagement and service communications.
Influences: Business decisions on People Function service creation service transition process changes and continuous service improvements.
Influences: Production deployments that pose significant security data operational employee experience or business disruption risks.

The ideal candidate should:

Have a minimum of 5 years hands-on experience in service management and/or support for major ERP HR People or enterprise business technology platforms.
Demonstrate strong customer-centricity and a proven track record of achieving service excellence in a complex global organisation with People HR business technology and supplier stakeholders.
Have practical experience managing incidents problems changes service requests knowledge articles service communications service transition and continuous improvement across People Function services.
Understand the operational importance of People processes employee data security/access integrations reporting releases and business continuity.
Be able to maintain positive stakeholder relationships and work effectively with external resources and third-party service providers.
Use service metrics such as end-user and Key Business User NPS incident/problem/service request response and resolution times backlog management availability CSAT and OLA performance to drive improvement.

Required Qualifications:

Bachelors degree or equivalent practical experience.
Minimum of 5 years hands-on experience with service management and/or support for major ERP HR People or enterprise business technology systems.
Experience supporting People or HR business processes platforms integrations reporting access/security processes service operations or enterprise application support.
Strong communication stakeholder management service coordination vendor management service reporting and continuous improvement skills.

Preferred Qualifications:

Experience with People Function technology services such as core HR talent recruitment learning performance compensation absence time payroll integrations workforce structures security analytics reporting or employee experience platforms.
Service management experience with Oracle HCM and/or Oracle ERP platforms would be preferred particularly in supporting enterprise application operations integrations releases incident management and continuous service improvement.
Experience operating in or alongside ITIL-based service management processes including incident problem change service request and knowledge management.
Experience managing third-party service providers and support partners against People Function service expectations operational measures and end-to-end service performance.
Experience supporting service creation transition major incident management service reporting release testing regression testing and continuous improvement plans.
Relevant service management ITIL HR technology enterprise applications or vendor management certification would be advantageous.

Arcadis Key competencies / Values:

People First: We care for each other and create a safe and respectful working environment where our people can grow perform and succeed.
Integrity: We always work to the highest professional and ethical standards and establish trust by being open honest and responsible.
Client Success: We are passionate about our clients success and bring insights agility and innovation to co-create value.
Collaboration: We value the power of diversity and our global capabilities and deliver excellence by working as One Arcadis.
Sustainability: We base our actions for clients and communities on environmental responsibility and social and economic advancement.

Why Arcadis

We can only achieve our goals when everyone is empowered to be their best. We believe everyones contribution matters. Its why we are pioneering a skills-based approach where you can harness your unique experience and expertise to carve your career path and maximize the impact we can make together.

Youll do meaningful work and no matter what role youll be helping to deliver sustainable solutions for a more prosperous planet. Make your mark on your career your colleagues your clients your life and the world around you.

Together we can create a lasting legacy.

Join Arcadis. Create a Legacy.

Our Commitment to Equality Diversity Inclusion & Belonging

We want you to be able to bring your best self to work every day which is why we take equality and inclusion seriously and hold ourselves to account for our actions. Our ambition is to be an employer of choice and provide a great place to work for all our people.