Senior Technical Manager, Global ERP Operations

WSP; Montreal; Hybrid; CAD 100,000 - 140,000; Full time

Job summary

WSP is seeking a Senior Technical Manager for Global ERP Operations to lead operational support for a global Oracle implementation. The role involves overseeing production application support, managing service levels, and enhancing employee experience while collaborating with global teams to drive excellence in IT services.

Benefits

Flexible Work Policy

Comprehensive employee-focused benefits including virtual healthcare

Outstanding career opportunities

Qualifications

• Global Team Leadership experience.
• Experience in supporting a large, multi-national operations environment.
• Proven track record of managing complex applications operations in a multi-site environment.

Responsibilities

• Lead and oversee all production related service resolutions.
• Manage major incident bridges ensuring timely resolution.
• Develop and maintain the strategy for Operational Support to the Oracle Fusion environment.

Skills

Analytical thinking

Problem-solving

Communication

Process optimization

Education

Bachelor’s degree in Information Technology or Computer Science

Master’s degree (desired)

Tools

ServiceNow

Cloud services

Job description

The Opportunity:

We are seeking an experienced operations support leader for the Horizon operations environment to lead and oversee all production related service resolutions for a global Oracle implementation. The Senior Technical Manager, Global ERP Operations will report to the Director, Horizon Operations Support to help shape and lead Horizon Operations support and management across the globe, ensuring robust, secure, and high-performing applications and services.

This role will be responsible for managing a wide range of critical functions, including production application support, process improvement as it pertains to Operations Support, key performance indicators, employee experience, ensuring Service Level Agreements are met, interface with our managed service provider with responsibility for the L1 Service Desk, and other related duties. As a Senior Technical Manager, you will work alongside other Horizon leads to support one another and provide a best-in-class service to our global stakeholders.

Why choose WSP?

• We value and are committed to upholding a culture ofinclusionandbelonging
• OurFlexible Work Policy– we recognize the importance of balance in our lives and encourage you to prioritize the balance in yours. We will support you on and off the job so you can be fully present in both your work and home lives.
• ACanadiansuccess story - we'reproudto wear the red and white of this beautiful country and show the world what Canada has to offer.
• Enhancethe world around you - from the environment to the highways, to the buildings and the terrain, WSP is the fabric of Canada.
• Outstandingcareer opportunities - we're growing and pushing ourselves every day to be greater than yesterday - we're open toyourideas and tryingnewthings.
• A phenomenalcollaborativeculture and a workforce filled with genuinelygood peoplewho are doing humbly important work. Come find out for yourself what it's like to be a part of our journey.

We offer attractive pay, flexible work options, a great corporate culture, comprehensive and employee-focused benefits including virtual healthcare and a wellness platform as well as great savings programs, and a clear vision for the future.

#WeAreWSP

What you can expect to do here:

• Demonstrate strong analytical thinking and curiosity when identifying issues and proposing solutions.

• Bring technical expertise to the role, including proficiency in Artificial Intelligence and programming skills.

• Exhibit a high level of front-line focus, assessing employee satisfaction, addressing their needs effectively, and improving communication processes.

• Communicate clearly and effectively with team members, stakeholders, and customers.

• Manage major incident bridges with calmness and experience, ensuring timely resolution, formalized communication of impact, and minimal impact to the business. Drive Lessons Learned and Root Cause Analysis (RCA) on all P1/P2 incidents and some business-impacting P3 incidents to prevent recurrence.

• Develop and maintain the strategy for Operational Support to the Oracle Fusion environment, collaborating with global leads to set clear objectives.

• Oversee the health and performance of Oracle Fusion, ensuring high availability and reliability.

• Build and maintain the monthly operations scorecard with insights, preparing for executive leadership briefings with a data-driven approach.

• Work closely with software managed service providers to ensure SLA adherence, process improvements, improvement of first call resolution of tickets, and ongoing training for the Service Desk. Coordinate with cross-functional teams to investigate and resolve application issues and outages promptly, identifying trends and implementing process improvements.

• Support the lead on the Change Advisory Board (CAB) process, understanding upcoming production impacts, and implementing appropriate production governance processes to ensure high quality and proactively reduce incidents.

• Develop strategies to enable employees to self-serve issues by collaborating with the OneIT organization, Organizational Change Management (OCM) team, and other enabling teams.

What you’ll bring to WSP:

• Bachelor’s degree in Information Technology, Computer Science, or a related field. A master’s degree is desired. Equivalent experience, in lieu of a degree, will be considered

• Global Team Leadership experience

• Experience in supporting a large, multi-national operations environment

• Experience with Oracle Fusion preferred

• Experience or aptitude in developing and holding training sessions for IT staff, virtually or in person as required

• A clear understanding of the ITIL framework and an ability to apply ITIL principles within an IT service management environment, ITIL qualification as standard.

• Solid knowledge and experience of ServiceNow

• Process orientated with a methodical and planned approach to achieving goals

• Be comfortable with ambiguity, thrive on change and engender a collaborative approach

• Hands-on experience of the ITSM work management system, ServiceNow

• Proven experience of line management and the development of individuals within a matrix organization structure. Track record in team transformation and team building

• Experience of work to (and exceeding) Service Level Agreements

• Excellent analytical, problem-solving and communication skills (both verbal and written)

• Can build effective working relationships across the program and achieve desired outcomes through effective engagement and communication

• Experience in process optimization, effectiveness, and improvement

• Familiarity with IT governance and compliance standards

• Proven track record of managing complex applications operations in a multi-site, multi-national environment.

• Strong knowledge of industry-standard tools and best practices related to SDLC, DevOps and security

• Experience with cloud services and hybrid IT environments is a significant advantage.

If you are a seasoned IT leader with a passion for driving excellence, we encourage you to apply and be a key contributor to our global success.

#LI-Hybrid