Richard Holden Email & Phone Number

Providing third party support for Oracle EBS clients in industries including Financial Services, Travel & Transport, Local & Central Government, Retail, Telecoms, Construction and Aviation. Third party support means that we provide the same (or better) support to customers when they leave Oracle - including bug fixes / patches, functional advice, consultancy, security patching and development such as payroll year end changes.Responsibilities: • Managing a team of functional and technical EBS specialists responsible for incidents, problems, changes, service requests and project management for Oracle EBS customers • Resource management - Responsible for team development, performance, recruitment and matching customer needs with staff skills • Partnering with customers to ensure system stability and successful processes such as financial month end, payroll completion and tax submission • Completing regular customer service reviews to identify trends and review open incidents, problems, service requests, change requests, projects and aligning with business strategy • Supporting modules including GL, AP, AR, Payroll, HR, PO, INV, OM, Projects and Sys Admin • Covering technologies including workflow, OAF, PL/SQL, Unix, Java, Shell Scripts • Ensuring best practice IT Service Management, Project Management and ISO standards are followed • Project Managing Tax, Legal and Regulatory system changes • Holding regular service reviews and ask the expert sessions, identifying opportunities for system improvements and providing strategic guidance to future-proof technology • Ensuring the knowledge base is updated with articles of known errors for faster resolution • Managing all SLAs and KPIs, and that issues have a satisfactory resolution with all changes going through an ISO27001 accredited process with a high standard of documentation. • Managing projects such as new organisation implementations, new functionality additions

United Kingdom

Service Delivery Manager, primarily managing NHS Wales Oracle EBS operations including General Ledger (including COA, flexfields, ledgers etc.), Payables & Procurement (including role-based access controls, approval rules, workflows etc.), Receivables, Supply Chain, Order Management, Inventory Management, Warehouse Management, APEX, Qlikview / Qliksense Reporting, RUEI performance monitoring. Supporting the DBA, technical and functional areas following ITIL processes - Incident, Event (through Opsview), Request, Problem. Change & Release (Transition), with a focus on Continual Service Improvement and feeding into financial management (Strategy), and Design – availability, capacity, continuity (backup & disaster recovery), service catalogue, service level & contract management. Key roles included detailed monthly service reviews with KPIs, ensuring contracts and SLAs were met, successful month end, resource management, and a strong quarterly release that featured security patching on Oracle and Windows environments, and 6 environment refreshes. Responsible for budgets, cost management, revenue drive and accounting.Accomplishments included annual disaster recovery tests, firmware deployments, ISO 20000 accreditation, implementation of a new Organisation, ECC integration, multiple 19c database upgrades, Alert Manager rollout, BACS provider migration, Qlikview upgrade while also preparing the business for their OCI migration and Fixed Assets implementation.Provided delivery management to the oil and gas firm TAQA Britani. Using an offshore model to ensure incidents were resolved with SLA and contract, supporting financial, supply chain and HCM payroll modules. Project Managed TAQA’s payroll outsourcing project.• Oracle EBS R12.2.9• 8 Modules + APEX + ECC• Func, Tech, DBA Mgt.• Onsite / Offshore• New Org Implementation• ITIL Processes• Project Management• Client KPI Reviews• Financial Management• Contract Management• Quarterly Releases• Disaster Recovery

Leeds, United Kingdom

Responsible for the development of multiple projects, including 12c database upgrade, Exadata migration, Paypal and Worldpay implementations, and 3D Secure rollout. Managing 8 developers based in the UK, Spain and US, with 7 offshore. Providing leadership through the full development lifecycle from requirements, functional analysis, design, build, unit & user acceptance testing (UAT) through to release and deployment and post-live verification and support. Integration with e-Commerce Web Services development, coding in various technologies including PL/SQL, Fusion Middleware OSB, SOA, weblogic and java in order to connect back office systems with the web front end. Continuous integration in an e-Commerce Web Services development

Responsible for the IT Service Management of 4 Oracle EBS instances, reconciliation applications, data warehouses and Informatica Powercenter - covering availability and performance, and ITIL processes including incident, change and request management. Supporting application setup, report changes and functional advice. Working across the shared services Global Services organisation with over 250 applications to provide operations reviews, chairing the P1 incident reviews and partnering with application owners to resolve problems.ACHIEVEMENTSImplementing Oracle Financials for multiple businesses, including GE Capital Czech Republic, Poland, Russia and Switzerland. Project Manager of Informatica Powercenter implementation, converting over 300 interfaces from PL/SQL to Informatica. Multiple database and hardware upgrades and refreshes.Archiving and retirement of 4 Oracle EBS instances. Project leader for systems changes for the sales of the Italy and France businesses.Reimplementation of 60 PL/SQL interfaces converted from Informatica removing cost of licenses and servers. Managing the IPO of Czech and Hungary businesses.Managed Oracle EBS projects for the Latvia conversion to Euro, and Nordic business sales. Took responsibility for critical documentation including Change and Incident Management compliance for over 250 apps to comply with FED. Provided Oracle expertise to support MetricStream application with stability issues.Lead IT role in Swiss IPO and Latvia sale projects, creating customer based solutions. Completed R12 upgrade on schedule.Combining 50+ processes in one place, providing ITIL and governance training to over 250 staff and playing a pivotal role in the ServiceNow implementation. Defining processes for incident, change, service request management and CMDB. Incorporated segregation of duties into DBA roles. Attended Oracle Openworld in preparation of R12 upgrade.

Managing the Service Desk for Oracle Financials, ensuring a timely financial close. Responsible for incident and access management, chart of accounts and other administrative activities. Maintenance and development of Oracle homepage. Also worked on the 11.5.10 upgrade and GL Implementation for the Gibraltar business.

Lead a team dedicated to resolving winding up orders, county court judgements etc.

Business And Finance

Bachelors, Business And Finance