Support Transition Manager

The Support Transition Manager works with the PCOE Manager to coordinate the shift from on-premises procurement modules to ERP cloud, oversee daily operations, monitor staff performance, and resolve operational issues., The Support Transition Manager (STM)will be responsible for working with the Procurement Center of Excellence (PCOE) Manager to coordinate the transition of support from on-premises procurement modules to ERP cloud modules; monitor staff performance; provide oversight for daily work operations and related tasks; and resolve operational issues.

• As directed by the PCOE Manager and the PASS Modernization PMO, the Support Transition Manager shall coordinate with call center resources and employees to manage and report on daily call center operations; develop and coordinate the implementation of revised standard operating procedures; coordinate the implementation of PCOE requirements in the cloud system; coordinate the transition of PCOE support to the cloud environment; and provide oversight of call center operations and staff engaged in processing calls, emails, and remedy tickets.

• As directed, the Support Transition Manager shall monitor staff performance, work operations, and resolve operational problems to ensure the unit operates efficiently and effectively to meet performance measures.

• As directed, the Support Transition Manager shall report to the PCOE Manager and the PASS Modernization PMO on the status of the transition to Oracle Fusion Cloud, staff performance, work operations, and ticket resolutions to meet performance measures and/or service level agreements.

• As directed, the Support Transition Manager shall ensure that calls for service are answered in a prompt, courteous, professional, and accurate manner and ensure information provided to customers is accurate and complete.

• As directed, the Support Transition Manager shall act as a liaison to District agencies and vendors interested in doing business with the district.

• As directed, the Support Transition Manager shall coordinate with other PASS Modernization Project resources and stakeholders to manage and support the design and development of revised process guides and quick reference guides for call center operations.

• As directed, the Support Transition Manager shall manage, develop, and coordinate ERP cloud training and training curriculum for call center staff and resources.

• As directed, the Support Transition Manager shall attend, coordinate, facilitate, and document meetings related to call center operations and the PCOE’s transition to ERP cloud support.

• As directed, the Support Transition Manager shall perform other related duties as assigned.

Responsibilities:

1. Organizes, directs, and manages contract operation support functions, involving multiple, complex, and inter-related project tasks.
2. Manages teams of contract Support Personnel at multiple locations.
3. Maintains and manages the client interface at the senior levels of the client organization.
4. Meets with customer and contractor personnel to formulate and review task plans and deliverable items.
5. Ensures conformance with program task schedules and costs.

Bachelor’s degree in IT or related field or equivalent experience

Skill Required / Desired Amount of Experience Bachelor’s degree in Information Technology or related field or equivalent experience Required 15 Years Call center experience at a managerial level Required 11 Years Experience in a procurement-based environment Required 11 Years Call center experience Required 11 Years PMP certification Desired 11 Years Willing to work onsite 4 days a week Required