Service Desk Manager: Oracle Fusion & ITSM Lead

Tata Consultancy Services Limited; Belfast City District; In loco; GBP 60.000 - 85.000; Tempo pieno

Vantaggi offerti da questo lavoro

Pension

Health care

Life assurance

Laptop

Phone

Training resources

Discounts within Tata network

London Marathon sponsor

Descrizione del lavoro

Tata Consultancy Services Limited in the UK is recruiting a Service Desk Manager to lead the IT Service Desk for the Equip Programme, covering Oracle Fusion modules (HCM, Payroll, ERP, SCM). You will drive service delivery, governance, and user satisfaction across multiple teams.

You will manage first and second-line support, coordinate incidents and requests, track KPIs, and foster a customer-centric culture while aligning with ITIL standards and corporate policies.

Competenze

• Proven experience managing an IT Service Desk or IT Support function.
• Strong understanding of IT Service Management (ITSM) principles and frameworks.
• Experience managing SLAs, KPIs, and service performance metrics.
• Strong people management and leadership skills.
• Experience with ITSM tools such as ServiceNow, Remedy, or equivalent.
• Excellent problem-solving and decision-making abilities.
• Strong communication and stakeholder management skills.
• Experience managing major incidents and escalations.
• Experience supporting Oracle Fusion ERP, HCM, SCM solutions.
• Experience in cloud application support environments.
• Experience supporting finance or HR business systems.
• Public sector, healthcare, or large enterprise experience.

Mansioni

• Lead and manage the IT Service Desk function, ensuring high-quality support.
• Monitor SLAs and service performance; drive improvements.
• Coordinate incidents, requests and problems with urgency and customer focus.
• Manage first and second-line support teams and escalation processes.
• Maintain relationships with business stakeholders and governance bodies.
• Review and optimise service desk processes aligning with ITIL standards.
• Produce regular operational and management reports.

Conoscenze

ITSM principles

People management

Incident management

KPI reporting

Stakeholder management

ServiceNow/Remedy

Oracle Fusion

Cloud applications

Finance/HR systems

Strumenti

ServiceNow

Remedy

Oracle Fusion

Descrizione del lavoro

Tata Consultancy Services Limited in the UK is recruiting a Service Desk Manager to lead the IT Service Desk for the Equip Programme, covering Oracle Fusion modules (HCM, Payroll, ERP, SCM). You will drive service delivery, governance, and user satisfaction across multiple teams.

You will manage first and second-line support, coordinate incidents and requests, track KPIs, and foster a customer-centric culture while aligning with ITIL standards and corporate policies.