Peter Rafferty Email & Phone Number

Linlithgow, United Kingdom

Reporting to the E-Business Suite (EBS) Support Senior Director, I lead a multi-disciplined team of up to 30 EBS Applications Support DBAs across EMEA, along with dotted-line responsibility globally. The team’s objective is to deliver class leading customer support thus ensuring that all customers using Oracle’s products successfully deliver significant value to their business.My role involves all aspects of general team management such as performance management, KPI achievement, staff development and recruitment, planning and scheduling, escalation handling, project management, customer satisfaction and continuous service improvement.

Edinburgh, United Kingdom

Reporting to the head of UK Business Operations my role was managing a variety of customer-facing programmes. This involved me in all UK-centric customer activities including liaison for the UK Oracle User Group, deriving customer programmes from the results of Oracle’s Global Relationship Survey, driving UK Customer Satisfaction and Customer Success.

Edinburgh, United Kingdom

Joined the newly established Divisional Advocacy Group reporting to EMEA Operations VP. Responsible for staff welfare, Support operations, customer satisfaction and customer outreach programmes. Introduced the role of Support Centre Manager into the UK, acting as the primary point of contact for all issues impacting around 300 Support staff. This involved developing good working relationships with departments across the UK business and aligning UK actions with EMEA Support directives. Additionally, I coordinated ISO audits, events, training activities, HR, recognition and rewards activities for the UK centres.Engaged regularly with key and strategic customers, presenting and coaching, in order to enable them to get the best value from their Oracle Support licence.

Edinburgh, United Kingdom

Initially a member the UK Support management team, reporting into the UK Support Director, then as part of the EMEA management team as we transitioned the Support model to be pan-EMEA. As part of the EMEA management team, I successfully transitioned the UK and EMEA teams for my product areas into a single entity. Led a group of up to 35 multi-disciplined team leaders and engineers delivering customer support services across the globe. Held ownership for performance of the team, staff development and recruitment, planning and scheduling, escalation handling, project management, customer satisfaction and continuous service improvement.I regularly achieved leading employee satisfaction results.Ensured delivery of first class customer service and adherence to operational goals. Determined UK/EMEA Support strategy and put the necessary plans in place to ensure delivery objectives were met. Provided monthly, quarterly and annual reporting of group performance against defined KPIs.

Edinburgh, United Kingdom

Part of Oracle’s Global Customer Support organisation supporting installation, upgrade and maintenance of Oracle’s E-Business Suite. Joined company as a Support Consultant, achieved promotion to Senior Consultant and then further onto Team Leader. The group was remotely distributed across the globe requiring daily interaction across geographies. Provided technical support to global customers on complex, escalated and critical problems requiring high level technical expertise. Leading contributor individually and as a team member, providing direction and mentoring to others.Interacted with Oracle Development, writing technical bulletins and Addressing training requirements for the team.Instructor on different Oracle Applications courses provided to internal Oracle staff and to Customers.