Oracle Operations Manager

Role summary The Operations Manager owns the day-to-day support service for EF's Oracle Fusion Cloud Financials and is the single point of accountability for keeping the Record-to-Report, Order-to-Cash and Procure-to-Pay processes running, improving and compliant. The role directs the external managed-services partner team, is the go-to person for Finance and the wider business, and sets the standard for how support is delivered across EF and its partners. What you'll support: Record-to-Report: General Ledger, Subledger Accounting, Intercompany, Assets, Cash Management, Account Reconciliation (ARCS) and period close Order-to-Cash: Receivables, customer and receipt processing, and Payments Procure-to-Pay: Purchasing, Suppliers, Payables, Expenses, Payments and Tours Direct S2P Cross-process: Tax, approvals and workflow, user access and roles, enterprise structures, and data fixes and mass uploads Reporting and integration: Fusion Data Intelligence (FDIP), OTBI, Smart View, Oracle Integration Cloud (OIC), bank and ADP integrations, quarterly releases, and Oracle AI and Redwood Key responsibilities Service delivery Own incident, problem, service request, access and change management for Fusion Financials, including the monthly and quarterly close support calendar. Provide hands-on functional expertise on tickets and guide the partner team on the harder cases. Manage SLAs end to end: monitor performance, challenge breaches, drive corrective actions and report to IT and Finance leadership. Reduce ticket volume by challenging the status quo: creative solutions, automation, root-cause analysis, knowledge articles and permanent fixes rather than repeat workarounds. External partner and business Direct the external partner team day to day: work allocation, prioritization, quality review and adherence to EF standards; run the daily, weekly and monthly governance cadence and escalate where delivery falls short. Plan and forecast resources across partner and internal teams, including year-end close and quarterly Oracle releases. Act as the go-to person for Finance, Shared Services and Controlling; translate business requirements into well-formed change requests and technical constraints back into plain business language. Change, projects and standards Manage change requests from intake to deployment using waterfall, SDLC or agile as the change warrants; lead impact assessment, regression testing and UAT for Oracle quarterly updates. Deliver system and process improvements, including new Oracle features (AI agents, Redwood) where they reduce effort or risk, and act as project manager when required. Be the advocate and role model for best practice and ITIL-aligned ways of working; enforce EF's support, documentation and security standards across internal and partner teams; support internal and external audits. IT service management A thorough, practiced understanding of IT Service Management is essential. The role must be able to run, explain and hold partners to each of these practices: Incident – prioritize by impact and urgency, drive major incidents end to end, own communications, run post-incident reviews. Problem – identify recurring issues, lead root-cause analysis, maintain known errors, drive permanent fixes. Service request – define the request catalogue, set fulfilment standards, automate where possible. Access – own joiner-mover-leaver for Fusion roles, run access reviews, enforce segregation of duties. Change – classify standard, normal and emergency changes, run CAB, ensure testing and rollback, align with Oracle release windows. Service level – define, measure and report SLAs and OLAs and drive improvement plans. What you bring Experience and qualifications 7+ years on Oracle Financials, at least 3 on Fusion Cloud Financials in a support or application management role. Deep knowledge of GL, Subledger Accounting, Payables, Receivables, Assets, Expenses, Intercompany and Tax; working knowledge of Purchasing, Cash Management and ARCS. Proven track record of reducing ticket volumes and delivering measurable system and process improvements. Experience directing an external managed-services partner against SLAs in an ITIL-based operating model. Hands-on experience managing change under both waterfall/SDLC and agile methods, including Oracle quarterly update testing, in a multi-entity, multi-currency environment. ITIL Foundation certified (intermediate preferred); fluent English. Desirable: Oracle Cloud Financials certification; PRINCE2, PMP or Scrum certification; experience with OIC, FDIP and Oracle AI; exposure to EPM and HCM touchpoints. How you work Customer first – treats Finance and the business as customers, meets them where they are and pays close attention to detail, because 99% right can still leave someone stranded. Takes ownership – owns the service end to end, steps in when something seems off, says no when needed and is accountable for the outcome. Innovates – not satisfied with workarounds; challenges the status quo and tries new Oracle capabilities. Builds a positive team culture – brings energy and trust to the team, celebrates wins and makes support a team people want to work with. Collaborates – curious, shares knowledge, coaches partner colleagues and internal analysts, and works well across a global, multicultural organisation. Stakeholder management and communication – credible with finance leaders, auditors, the partner and Oracle; explains technical issues in plain business language. Calm, structured and pragmatic – steady during major incidents and close periods, keeps backlog and plans visible, balances control and speed, escalates early. Commercially aware – understands the managed-services contract, challenges scope creep and gets value from the partner relationship. #LI-MH1 — Published by EF Education First. Apply on the employer's own posting.