Service Lead

2 months ago

Manchester, United Kingdom ITV Jobs Full time

**Oracle Fusion Service Lead - HR & Payroll**

**Group Technology**

**Permanent | Full Time**

**Office location: Orange Tower, Manchester | Hybrid**

**Hiring Range**:£65,000 - £75,000

**Your work matters to millions.**

Shaping culture is in the DNA of ITV. So, it’s not surprising that you’ll find us in every home in the UK, our productions are famous all over the world and we’re at the forefront of the digital streaming revolution.

When you join us, you enter a fun working environment. With opportunities to learn, to grow and make a real difference. Small enough that your impact’s felt in the business, but big enough that your impact reaches millions of people.

Come develop your skills, change TV and the course of your career. Don’t just watch it. Be part of it. Join ITV.

**Your impact sends ripples.**

**The team**

Technology underpins everything we do. It’s why we’re able to create great content and deliver it to our viewers. It drives new commercial opportunities. And it makes communication and collaboration easier than ever.

In a fast-changing world, we not only make sure our systems work effectively but our Technology teams are spearheading the transformation to a digital-first business. There’s never been a more exciting time to join our team.

**The role**

We are currently looking for a Service Lead for HR and Payroll who will manage a small team, supported by 3rd party resources to ensure that the Oracle Fusion HCM and other associated HR and payroll services adhere to the ITV business requirements and integrate into the wider ITV landscape. This role will be expected to take on the support of further HR services as the organisation continues to transform.

A key area for this role will be business engagement and stakeholder management as well as a close relationship with other service leads to ensure we have a consistent and coherent service across Oracle Fusion, other financial services and associated processes.

The role will entail but not be limited to:

- Develop and manage a team that is fully versed in the SaaS and legacy systems deployed at ITV, which operates under a process-driven support and development operating model, focuses on prioritised task driven day to day operations, works seamlessly with all internal Group Technology, business user and 3rd party bodies, and creates collaborative relationships across ITV to drive shared success.
- Provide strong people leadership to the team, modelling ITV values and behaviours. Ensure the team has opportunities to grow, by developing career progression plans for each team member.
- Work in partnership with both the business Global Process Owners (GPOs), and the technology team, to ensure “user experience” is at the heart of the service delivery by providing timely, consistent and quality levels of service.
- Provide technical architecture and design leadership to the team, ensuring alignment with overall Group Tech and ITV design principles and design assurance governance.
- Provide leadership during major incidents making critical decisions where necessary to restore service asap; this may require working out of hours.
- Develop and maintain operational processes/documentation required to manage the service, monitor performance and risk, reacting quickly to rectify issues acting as the point of escalation when required.
- Manage supplier relationships working closely with the ITV procurement and SIAM teams, monitoring performance against defined Key Performance Indicators and SLA's, actioning contract renewals, updating operational budget forecasts. Facilitate regular service reviews with key stakeholders including users, vendors and senior management to manage the service and resolve any issues.
- Deliver continuous improvement working with GPOs to drive further value from ITV’s investment and improve quality of service delivery; manage demand by prioritising product backlogs with business stakeholders

**Skills you’ll need **(minimum criteria)
- Deep understanding of core IT service management, HR and payroll processes and documentation
- Ability to manage a team focussed on process, CSI, innovation and user focussed delivery of first class support
- Prior Finops experience, managing subscriptions & associated budgets, supplier contracts
- Adept at resolving issues in collaboration with senior stakeholders
- Proactive in researching, discussing and implementing creative solutions to complex problem

**Qualifications** (Desirable)
- ITIL certification
- Oracle Fusion HCM & Payroll Certification

**Other things we’re looking for **(key criteria)
- Experience in managing vendor relationships, conducting service quarterly reviews and experience of preparing service improvement plans
- Experience in defining system strategy and roadmaps, defining technical requirements, operating release and change processes to design, transition and implement robust and scalable solutions to enable business outcomes
- Abil

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