Associate Director, ERP Product Delivery - Service Delivery Management

Job Title: Associate Director, ERP Product Delivery - Service Delivery Management

Summary

The Oracle ERP Service Delivery Manager oversees several key functions within G&A IT that enables the delivery of a high-quality service to end users, and to ensure Service Support and Service Delivery processes are in place to meet business needs. This position is a stakeholder facing role that will have direct contact with our key internal and external collaborators. You will be leading all aspects of the delivery including setting expectations with the business and driving IT teams to achieve those expectations with a high standard of excellence.

This position will be responsible for the day-to-day product delivery of cross functional systems across the ERP suite of applications This role is responsible to ensure that value is achieved as anticipated from the Managed Services Provider for full stack Oracle eBS application services, boundary systems and associated services.. To ensure that the overall services as expressed in the Statement of Work and related exhibits, and the service levels for outsourced services/functions are maintained and continually improved, and that any problems with the day-to-day delivery of services provided by the Service Provider are minimized.

A typical day may include:

• Leading the Managed Services Delivery team for the Oracle eBusiness Suite (R12) and cross-functional boundary systems (satellite systems) across Regeneron’s ERP footprint
• Accountable for day to day performance of the Oracle ERP solution that is centered around Oracle eBS (12.2.x). The R12 technology stack includes Oracle iAS, Web logic, Oracle SOA, SSO, Forms/Reports and Workflow among other technical components on Oracle Cloud Infrastructure (OCI) and is integrated with several satellite systems including Kofax/Markview, Concur and Zycus.
• Responsible for leading a team of Regeneron service delivery leads and managing the Managed Services Provider in providing functional, technical and DBA support for the Oracle ERP solution. Oracle eBS modules are implemented across multiple business areas such as Finance, Procurement, Payroll, Time and Labor, Supply Chain, Process Manufacturing and Human Resources.
• Maintain high performing operational service support functions in support of delivery activities related to the Oracle ERP solution
• Responsible for compliance, security and effective delivery of Services throughout the business
• As owner of the escalation process, the Service Delivery Manager will take ownership of major incidents to ensure coordination of resolving parties, effective communication to stakeholders and post incident review (root cause analysis)
• Work with Project teams to ensure successful transition to the ongoing delivery team
• Monitor and support service delivery; ensuring systems, methodologies and procedures are in place and followed. Ensure processes are followed by the Managed Services Provider and the delivery team to stay compliant with SOX and GxP requirements. This may include but not limited to assisting with communications to business or Service Owner or assisting the Service Provider navigate QA or GxP activities.
• Co-ordinate activities with shared service teams across IT
• Champion Service and Support for ongoing delivery and develop a strong understanding of projects impacting your service area and ensuring service impact is minimized
• Be accountable for the quality of the end to end service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems
• Ensure learnings from prior incidents are incorporated to refine/define the necessary SOPs as needed
• Drive internal and third-party service review meetings covering performance, service improvements, quality and processes
• Make recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely manner
• Work with internal and third-party teams to ensure actions are taken and completed to protect and improve services
• Provide regular and accurate management reporting on IT Service performance
• Staff Management including recruitment, onboarding, mentoring, training, target setting and performance assessment
• Responsible for ensuring the highest level of service availability and efficiency consistent with enterprise goals and constraints
• Ensure effective monitoring of service by generating daily, weekly, monthly metrics for incidents, service requests and changes to boundary systems
• Provide regular and accurate management reporting on IT Service performance.
• Responsible for Release Management calendar and activities
• Drives continuous improvement initiatives to increase efficiency, availability, and productivity across functional and technical teams
• Ensure effective monitoring of service by generating daily, weekly, monthly metrics for incidents, service requests and changes to boundary systems
• Provide regular and accurate management reporting on IT Service performance.

This role may be for you if you have:

• Successful led the sustainment/delivery for Oracle eBS
• Responsible for managing periodic releases/upgrades for boundary systems
• Strong leadership capabilities around leading Delivery teams
• The ability to build positive relationships with the Product teams, etc. to ensure that solutions are appropriately prioritized, implemented and transitioned efficiently to ongoing delivery after go-live
• Can ensure the highest level of service availability and efficiency consistent with enterprise goals and constraints.
• An eye for Service Improvement Plans and can drive continuous improvement initiatives to increase efficiency, availability, and productivity across functional and technical teams.
• High accountability for driving success from a technology standpoint
• Good problem solving, technical writing and verbal communication skills

To be considered for this role you must possess a Bachelor’s degree with a minimum of 20 years of related experience implementing and supporting ERP/HCM solutions in a large, matrixed enterprise (experience within the pharmaceutical industry is a plus). 10+ years of global experience supporting applications in ERP.