Oracle Support Service Manager

Leicestershire County Council; East Midlands, Leicester; Hybrid; GBP 47,000 - 53,000

Job description

Organisation: Leicestershire County Council

Work Location: County Hall, Glenfield, Leicester, LE3 8RA

Worker Category: Hybrid Worker

Salary: £47,694 - £52,155 per annum (pro rata for part time)

Working Hours: 22.2 hrs per week

Contract Type: Permanent

Closing Date: 27/04/2025

Interview Date(s): tbc

Are you an experienced IT Manager looking for a new challenge in local government? We need a seasoned professional to manage our Oracle Support Service.

About the Role

Our Oracle Cloud system is shared between two councils and is currently supported by an external provider. We are in the process of developing more in-house capability. Your role will be to control all the issues, requests, incidents and updates to ensure the smooth and efficient management and improvement of the system.

Key activities will include:

1. To deliver integrated support service using internal and external services to meet agreed service standards.
2. To operate the day-to-day liaison with the managed service provider, through oversight of service level agreements and monitoring of systems, programs, and equipment.
3. To review and manage processes for configuration change, incidents, requests, access etc, including the maintenance of the configuration library.
4. Co-ordinate the quarterly update processes across the partnership and managed service provider.
5. To support and lead formal and informal system governance meetings to agree the development priorities.
6. Manage events and incidents in line with agreed processes, this will include monitoring and testing DR and business continuity plans.
7. To work across the business and partnership to develop and enhance Oracle Cloud to meet the changing needs of the businesses.
8. To build effective relationships with partner IT functions.

In addition, we want you to review our processes and ensure they are consistent with good ITIL practice.

You will work closely with key stakeholders across the partnership and especially with the new Applications Manager who is responsible for the design of the system and in-house deliverables.

You will also manage the Systems Admin Team who control security and access to the system as well as supporting of requests and issues.

About You

To be successful you must have:

• A relevant degree or equivalent professional/management qualification (or an equivalent level of appropriate experience) and a Level 3 Service Management Framework qualification and knowledge of life-cycle and/or capability elements of ITIL or equivalent.
• Extensive experience of delivering and leading Oracle system support including supporting users of Oracle self-service to maximise the effectiveness of the system and its functionality as well as extensive knowledge of Oracle Cloud products and support.
• Experience of developing, reviewing and producing Key Performance Indicators and of proactively managing both external suppliers/contractors and direct reports to deliver to agreed outputs and targets.
• Experience of working with a diverse set of key stakeholders and partners across all levels, and being able to influence them in order to develop and maintain effective working relationships and a high level of service.
• Knowledge of asset and configuration management including maintaining secure configuration and accurate information, controlling IT assets in one or more significant areas, and verifying the location and state of assets.
• Experience of continuous improvement techniques and knowledge of business analysis (IT operations) including investigating problems and opportunities in existing processes and contribute to recommending solutions to these, working with stakeholders to identify objectives and potential benefits.

You must also have an understanding of, and commitment to, equality, diversity and inclusion.

In addition, we also expect you to share our commitment to our values and will ask you to evidence when you have demonstrated them as part of the selection process.

Reasonable adjustments will be considered for applicants with a disability.

Interested in Flexible Working?

We are keen to support employees to balance their working life with other commitments. Therefore, wherever possible, we will consider working arrangements that suit an individual's personal circumstances whilst still meeting the needs of the Council. If you would like to discuss the possible flexible working options that might be applicable to this role, please contact the person named below. This may include requests for term-time working, part-time hours, compressed hours, flexible start and finish times, home/remote working, etc.

Every role within the Council has a defined working style which determines where they can work. The worker category applicable to this post is detailed in the above advert. You can find out more about our worker categories in the Our Working Styles page on our career site.

For more information or an informal discussion, please contact:

Jill Turner, Business Development Manager

Telephone: [phone]

Email: [e-mail]

How to Apply

Leicestershire County Council is an inclusive organisation which is on a journey to embed and celebrate equality, diversity and inclusion at every level. We warmly welcome and encourage applications from people of all backgrounds, as having a diverse workforce with different perspectives and ideas is fundamental to our values and enriches the services we offer our communities. We particularly welcome applicants from Ethnically Diverse and LGBTQ+ communities and people with disabilities to create a balanced workforce and one that reflects the communities we serve. Applicants with a disability who meet the criteria listed in the 'About You' section above will be offered an interview under the Disability Confident Employer Scheme.

To apply for this job, please click on the apply button. You will need to upload a supporting statement as part of your application which explains how you meet the criteria listed in the 'About You' section above. For more information, see the How to Apply section on our career site.

We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible.

If you have any technical issues when trying to apply for this post or you want to request an application pack in an alternative format, please contact our Employee Service Centre by telephoning 0300 3030222 (select option 2) or raising a ticket via our online portal: https://emss.org.uk/support.

By applying for this post, you agree to our Terms and Conditions.