Oracle HCM Service Architect

Detailed Description From Employer:

Service Architect

About the role

We are seeking a highly experienced Service Integration Architect to join our client AI Team, who owns the end to end service transition of Oracle Fusion HCM as part of the wider HR Transformation programme, ensuring that the platform and its full integration landscape are transitioned from programme delivery into client Digital steady state support as a fully operable, supportable enterprise service. The role is accountable for embedding service management, operational readiness, and SIAM principles from Day 1, covering integrations across Oracle Fusion HCM, Oracle Cloud services, AWS hosted platforms, and retained Legacy HR and enterprise systems, and ensuring clear ownership, support models, and service boundaries across internal teams and multiple suppliers. Acting as the bridge between delivery and operations, the role ensures that all cloud to cloud and cloud to Legacy integrations meet agreed service acceptance criteria, that non-functional requirements such as availability, resilience, security, and data protection are met, and that client Digital support teams are fully prepared to assume ownership post go live without disruption to critical HR services.

The role ensures that:

• The service is designed to be operated, supported, and governed during delivery, not just as an after thought
• All operational, support, and service management requirements are Embedded early in delivery including technical dependencies
• client Digital support teams and suppliers are aligned and prepared to own the service, in preparation for and post go-live
• The service is designed in accordance with the correct service level based on scope delivered

Tell me more, tell me more

Our client is currently looking for a new recruit in joining their team, please read on!

You can also ask our friendly recruitment team any questions you may have about the role, between 8:30am-5:30pm Monday to Friday.

Shifts: Monday - Friday (37.5 hours per week)

Key responsibilities

1. Service Design Ownership

• Lead the Service Design for Oracle Fusion HCM and its integration landscape, aligned to:
• client Digital ITSM standards
• SIAM operating model
• ITIL v4 practices
• Define the end-to-end service model, including:
• Service boundaries and scope
• Service ownership and accountabilities
• Supplier and vendor responsibilities
• Processes that underpin support model
• Ensure non-functional requirements (NFRs) are clearly defined, agreed, and validated, including:
• Availability
• Performance
• Security
• Data protection
• Resilience and recoverability

2. Service Integration & Operating Model Alignment

• Design and document how Oracle Fusion HCM integrates into client Digital's:
• Incident, Problem, Change, and Request Management processes
• Event and monitoring landscape
• Major Incident Management framework
• Define service integration points between:
• Oracle Fusion
• Legacy HR systems
• Downstream and upstream applications
• Third-party SaaS and vendors
• Ensure clarity of end-to-end ownership, avoiding gaps between suppliers and internal teams.
• Maintain a clear, living dependency map covering:
• Application, integration, data, and infrastructure dependencies
• Upstream and downstream business impacts
• Supplier and third-party dependencies, including failure modes
• Ownership boundaries and escalation paths
• Ensure dependency mapping is:
• Used to inform incident triage, change risk, and release decisions
• Reflected in service documentation, CMDB, and runbooks
• Reviewed as part of Service Acceptance and Operational Readiness

3. Service Introduction & Transition Planning

• Own the Service Introduction Plan covering:
• Transition phases
• Entry and exit criteria
• Readiness checkpoints
• Define and govern Service Acceptance Criteria (SAC) for:
• Oracle Fusion HCM
• All impacted integrations and interfaces
• Ensure all SD&I teams are sufficiently engaged and the required deliverables are produced, reviewed, and signed off before go-live.

4. Operational Readiness & Early Life Support

• Lead Operational Readiness Assessments (ORA) to confirm:
• Support processes are defined and tested
• Tooling and monitoring are in place
• Support teams are trained and enabled
• Define and manage Early Life Support (ELS) arrangements, including:
• Duration and scope
• Handover from programme to client Digital
• Enhanced governance and reporting
• Ensure clear transition to Business as Usual (BAU) support.

5. Support Model & Supplier Integration

• Define the L1-L3 support model, including:
• Roles and responsibilities
• Escalation paths
• Vendor engagement model (Oracle and third-party SaaS providers)
• Ensure contracts and SLAs are reflected in:
• Operational processes
• Support documentation
• Align all suppliers to client Digital's SIAM governance framework.
• Observability Model (SLIs, SLOs, alerting principles)
• End-to-End Dependency Map (application, integration, supplier)
• Service Ownership & On-Call Model
• Operational Scenarios & Failure Mode Analysis

6. Tooling, Monitoring & Data Readiness

• Ensure integration with client Digital tooling, including:
• ITSM (eg, ServiceNow)
• Monitoring and alerting platforms
• Knowledge management systems
• Define event, alert, and incident thresholds in collaboration with operations teams.
• Service-level indicators (SLIs) and objectives (SLOs) aligned to business outcomes
• Clear distinction between monitoring, alerting, and observability
• Use of logs, metrics, events, and traces to support fast diagnosis and recovery
• Correlation across application, integration, and supplier boundaries
• Avoidance of alert noise through meaningful thresholds and ownership
• Ensure service data (CMDB, EAKB, Oasis, etc) is accurate and dynamically updated without human involvement.

7. Knowledge, Documentation & Capability Uplift

• Ensure all service documentation is produced and approved, including:
• Service Design Packs
• Support Runbooks and Playbooks
• Interface Support Models
• Disaster Recovery and Failover procedures
• Oversee knowledge transfer to:
• Client Digital support teams
• Service Desk
• Operational suppliers

8. Risk, Assurance & Governance

• Identify and manage service readiness risks, ensuring mitigation actions are tracked.
• Provide service readiness status to:
• Programme leadership
• Client Digital service governance forums
• Challenge delivery teams where operational readiness is at risk.
• Ensure compliance with client Digital policies, regulatory obligations, and audit requirements.

9. DevOps & Product-Centric Ways of Working

Embed DevOps and product-centric ways of working into the service design and transition approach, ensuring services are built to be operable, observable, and continuously improvable from Day 1.

This includes:

• Ensuring clear ownership across build and run, avoiding artificial hand-offs between delivery and operations
• Aligning service design to team topologies
• Ensuring operational requirements are treated as first-class backlog items, not post-go-live activities
• Supporting continuous improvement through feedback loops from live service data, incidents, and customer experience

• Challenging delivery teams where service designs create unnecessary operational toil or fragility.

Key Deliverables

• Service Design Pack (SDP)
• Service Introduction & Transition Plan
• Service Acceptance Criteria (SAC)
• Operational Readiness Assessment (ORA) Reports
• Support Model & RACI
• Early Life Support (ELS) Plan
• Runbooks, Playbooks, and Knowledge Articles
• Other deliverables required to meet the above as needed eg defined service-level indicators (SLIs) and objectives (SLOs).

What's in it for you? -

Our client loves to reward their people for doing a great job.

• This is a 6 months contract.
• A day rate, in-scope of IR35, either via a Hays approved umbrella company or via Hays PAYE
• This role provides a remote working access from the comforts of your own home and only going to our state-of-the-art office in Waterside 3 days per week.

Next Steps

Once you've applied, one of our friendly recruitment consultants will give you a call and talk you through the screening process.

If your application is successful, you'll be involved in a live virtual interview with one of our client's hiring managers to get to know you better.

We look forward to speaking to you!