Certinia Support & Service Delivery Manager

At Inizio, we value inclusivity, recognize the power of diversity, and inspire the next generation of change-makers. We are an equal opportunities employer. We believe in creating a work environment that values diversity, equity, and inclusion. We aim to recruit from a diverse slate of candidates and foster an environment that provides the right conditions for long-term success. We welcome all applications regardless of race, colour, religion or belief, gender, gender identity, age, national origin, marital status, military veteran status, genetic information, sexual orientation and physical or mental disability.

The Role

As part of this role, you will work to support our many Business Units and their use of Professional Services Automation software (Certinia). You will do this by a combination of internal and managed service partner arrangements.

As part of meeting service commitments to our business units, you will manage the internal Support Team and liaise with Service Management from L2/L3 Support partner and drive prioritisation, escalation, and resolution of Business support issues.

Your team's role will be to provide proactive support for general day-to-day queries, user education and problem-solving queries. This will include you personally serving as a point-of-contact for our multiple Business units of Certinia suite of products. A customer centred focus is key to being a success in this role.

In addition, you will manage the ongoing enhancements & Continuous Improvements quarterly release cycle. This is a critical area to our businesses where our solution improvements requires appropriate operational risk management strategies for existing and regular delivery updates on progress.

Day-to-day Operations Management

• Lead day to day activities for the support of the Certinia environment including but not limited to assigning tasks, setting priorities, collaborating across the landscape of Business users, Technology colleagues, 3rd party support providers and Software vendors.
• Manage, prioritise, and escalate issues with key 3rd party support partners & software vendors to ensure that service KPI's are being met.
• Co-ordinate and empower the team to enable the business to meet their goals at key times for example, month/year end.
• Assistance and provision of Audit reports in partnership with internal Governance and external Audit partners.

Delivery Management

• Own the small business requests and larger Quarterly release workstreams with key activities to include co-ordination, resourcing, and timeline reporting for all requests.
• Plan resources and their activities across Production Support and Business requested system improvements.
• Live the Deming Cycle mantra and constantly revisit the processes of Plan, Do, Check, Act for Delivery and Operations management.
• Own the Release and Environment refresh management strategies associated with path to production activities with a keen eye for detail on strategies dealing with continuous operational improvements and Project deployments to a production environment.
• Define an acceptable list of Acceptance into Service (AiS) collateral as part of any quarterly or project deployments that enable ongoing support post deployment.

Business & Vendor Partnering

• Manage the Support partner working closely with Service Delivery counterpart to understand and continually improve service.
• Collaborate with colleagues for progression, resolution, and improvements based on trend analysis of user reported Incidents.
• Work with Software vendor and Support partner to roadmap, impact assess and deliver on annual periodic Vendor updates and enhancements with minimal disruption and risk to business.
• Liaise with Business Leads from multiple BU's keeping them informed and updated on progress for key business impacting Incidents & Service Requests.
• Work with Business leads to receive business prioritised enhancements and provide indicative and on-going delivery timelines based on partnering with managed service partner and fellow Technology colleagues.
• Manage and plan the resources required as part of Business-driven changes along with Technology upgrades etc.
• Develop Certinia product, business process and solution architecture skills to operate effectively with delivery partners and build internal solution design and delivery skills.

Team Management

• Lead the Level 1 team & work closely with key 3rd party managed service providers and vendors with responsibility for providing support across Level 2-3.
• Communicate openly and effectively with business customers, SuperUsers, Line Manager and peers to expedite and meet the priority-based needs of various Business Units.
• Work with senior management to implement and improve key audit findings & controls.
• Be responsible for Change Management with oversight and approval of all Enhancement/Backlog deliverables and minimising risk to Business-as-usual operations.
• Drive root cause analysis within the team and keep the business informed as required.
• As part of Incident analysis, identify areas where process training and/or upskilling is required within the team and the wider operational support functions which will allow for smoother business as usual support and strives for continuous improvement.
• Identify trends within Certinia and upstream/downstream systems that warrant improvements and/or resolution.
• Challenge the teams to continuously improve and reduce any manual tasks where possible to free them up for more value-add activities.

The Person

The ideal candidate will possess the following qualification, skills, knowledge, and attributes:

• ITIL and/or Project Management certification a must have.
• Deep rooted experience in owning, managing & driving Continuous Improvements as part of technology Change Management.
• Functional and technical experience with Salesforce and/or Certinia suite of products a plus.
• Demonstrated ability to meet deadlines, handle and prioritize simultaneous requests, and manage laterally and upwards.
• Experience in collaborating with business, solution architects, IT operations and security teams in a controlled environment.
• Be the champion for change control based on a deep understanding of Change types, impacts, and risk management strategies.
• Ability to work in a manner to develop and promote a progressive, professional, and positive working environment within an Enterprise Applications team.
• Strong communication skills, with well-developed verbal, written and presentation abilities.
• Strong focus on customer service & achieving business outcomes.
• Knowledge of Workday, Oracle Fusion and Integration software (Boomi) a plus.

Don't meet every job requirement? That's okay! Our company is dedicated to building a diverse, inclusive, and authentic workplace. If you're excited about this role, but your experience doesn't perfectly fit every qualification, we encourage you to apply anyway. You may be just the right person for this role or others.