Oracle Support Co-ordinator

Harvey Nash UK; City of Edinburgh; Hybrid; GBP 59,000 - 96,000; Full time

Job summary

Harvey Nash Group in Edinburgh is seeking an Oracle Support Co-ordinator for a Public Sector assignment. The role focuses on establishing and evolving Oracle Cloud support, starting with a payment solution rollout, with 2 days onsite per week and a hybrid working pattern.

You will coordinate ITSM processes, runbooks, and reporting, liaise with external MSPs and stakeholders to ensure incidents meet SLAs.

Qualifications

• Experience coordinating user‑centred IT support in a structured service management environment.
• Experience documenting and maintaining support processes and runbooks.
• Experience producing IT service performance reports and management information.
• Experience managing relationships with external managed service providers.

Responsibilities

• Coordinate the development, implementation and documentation of Oracle Cloud support processes, procedures and runbooks.
• Ensure ITSM tooling (IFS Assyst) is configured and used effectively to support Oracle Cloud services.
• Produce regular service performance reports and management information, monitoring supplier SLAs.
• Act as liaison between internal teams and external MSPs to ensure incidents/requests are routed and resolved within SLA targets.
• Support the Senior IT Service Manager and Head of Platform with escalated incidents.
• Drive a user‑centred approach to service support and continuous service improvement.

Skills

Coordination

ITSM

Stakeholder engagement

Process documentation

Reporting & MI

Vendor mgmt

Job description

Oracle Support Co-ordinator | Public Sector | Inside IR35 | Edinburgh/Hybrid

Duration - 6 months

Market Rates

Harvey Nash's public sector Client have a requirement for an Oracle Support Co-ordinator. This role will play a pivotal part in establishing and evolving IT support services for the organisation's Oracle Cloud platform, initially focusing on the rollout of a payment solution before expanding into the wider Oracle support landscape. This role requires 2 days onsite in Edinburgh.

Role Overview

• Contributing to the development, implementation and documentation of Oracle Cloud support processes, operating procedures and support runbooks.
• Ensuring IT Service Management tooling (currently IFS Assyst) is configured and utilised effectively to support Oracle Cloud services.
• Producing regular service performance and management reporting, including monitoring supplier performance against agreed service levels.
• Acting as a key liaison between internal teams and external managed service providers to ensure incidents and service requests are correctly routed and resolved within SLA targets.
• Supporting the Senior IT Service Manager and Head of Platform with escalated incidents and support issues.
• Driving a user-centred approach to service support and continuous service improvement.

Skills & Experience Required

To be successful in this role, candidates should demonstrate:

• Experience coordinating user-centred IT support services within a structured service management environment.
• Experience developing, documenting and maintaining support processes, procedures and operational runbooks.
• Experience producing and analysing IT service performance reports and management information.
• Experience working with and managing relationships with external managed service providers.
• Strong stakeholder engagement and communication skills.
• Knowledge of ITSM principles and service delivery best practice.

Please note that you must be eligible for BPSS to commence this role.