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.

Minimum Education/Certification Requirements:
Bachelor s degree in IT or related field or equivalent experience
Required/Desired Skills

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	0

Questions

No.	Question
Question1	Absences greater than two weeks MUST be approved by CAI management in advance, and contact information must be provided to CAI so that the resource can be reached during his or her absence. The Client has the right to dismiss the resource if he or she does not return to work by the agreed upon date. Do you agree to this requirement?
Question2	What is your candidate's email address?
Question3	Candidates submitted above the hourly NTE Vendor Rate $$.$$ $$.$$ $$.$$ $$.$$ of $$.$$ will not be considered. Do you agree to this requirement?
Question4	There are no reimbursable expenses. Do you agree to this requirement?
Question5	By submitting your candidate to this requisition, you are indicating your company s acceptance of the terms and conditions contained within the Supplier Agreement and Amendment #2022-01 to the Supplier Agreement. Do you agree to this requirement?

Existing Incumbent Resource?: No