This month on Meet the Hiring Managers, Adam Maxwell, our HCM Enlighten Service Delivery Manager, is “lifting the bonnet” of our Managed Services function!
Tell me about your role within Namos.
I am the Human Capital Management (HCM) Service Delivery Manager for Managed Services. I have a team of 9 Oracle Support Consultants, based around the UK, providing post go-live support following implementation. We support all HCM and Payroll modules, following a standard Information Technology Infrastructure Library (ITIL) framework with a strong focus on quality via Incident, Problem, Change, Release, Testing and Deployment Management.
My job involves holding regular reviews with our Managed Service customers, which is a key element of Service Delivery. The goal is to apply active listening to identify any business challenges the customer is facing, then draw upon the relevant expertise and resources to meet demand.
Can you talk me through your previous experience?
I have 15 years Oracle experience, with 9 of those years being in a Managed Services capacity, managing Application Support and Service Delivery teams to deliver exceptional service to clients spanning both private and public sectors.
The Oracle product has moved on from On-Premise to Software-as-a- Service (SaaS) and Cloud is constantly evolving, as technology shifts. To make the best out of life in the Cloud and get a good Return on Investment, Oracle customers can adopt new modules, enhancements and functionality. I have extensive experience in testing, release, environment, and portfolio management, all of which can be put to good use in mapping an organisation’s Oracle Roadmap to their strategic goals.
What led you to join Namos?
Initially, the company values and motto really resonated with me: “Big Enough to Deliver, Small Enough to Care.” I came from another bespoke Oracle partner where I developed the Managed Services teams, so I knew that my experience would add value but also give me the freedom to expand into the areas that I enjoy.
With expertise in HCM, ERP (Enterprise Resource Planning), and EPM (Enterprise Performance Management), Namos is truly multi-pillared. If you are looking for a Managed Services Provider, it makes sense to go to a single partner. As someone coming from a background in human capital management, I saw this as an opportunity to further expand my knowledge of Oracle technologies.
On a personal level, working at Namos has allowed me to progress my career, broaden my horizons, and gain more team management experience.
What do you love about working for Namos?
There is a strong team work ethic and expertise is often shared amongst the teams. If we hit a particular issue for a client or want to understand how to approach a particular tricky piece of configuration, there is the opportunity to check in amongst the teams in Managed Services but also within the delivery arm of the business. We also have a Business Transformation team which I have been enjoying working with of late.
Talk me through the typical roles you recruit for within your team.
I look for HCM Functional, Payroll and Technical Consultants.
I think it is important to get a well-rounded team with varied Oracle backgrounds and for that reason we have Support Consultants from end users too, as well as those with strong configuration experience. As an example, within UK Payroll, it is important to be able to provide our customers with expertise on Payroll Processing and UK Legislation, so we can guide customers through Start and End of Year as well as any government changes.
What qualities would make someone a good fit for your team?
I would divide it into three areas: Personal Characteristics, ITIL Best Practice, and Oracle Skills.
In terms of characteristics, they need to be personable and affable and a good cultural fit for the team. It’s all about having a positive mindset and a can-do attitude.
From an ITIL perspective, you need to be able to understand Incident and Change Management processes. Release and Deployment Management is fundamental too. This ensures that the quality of any build work we deliver is to a very high standard.
Oracle skills are fundamental too and I think it is about having an analytical approach and a problem-solving mindset. Fast Formula is becoming increasingly important, and we are seeing Fast Formula now used in in a number of modules such as Performance Management, Workforce Compensation and Benefits, as opposed to traditionally within the Payroll module.
Which aspects of your work are you most passionate about?
Helping clients get the best out of their Oracle Cloud investment. The product is updated four times per year, and I really enjoy highlighting this new functionality to customers and helping them map that to the change roadmap.
Similarly, if you have an Oracle licence but aren’t using a certain feature, I enjoy assisting customers in turning on new modules. We’ve helped customers with the transition from Taleo Recruiting to Oracle Recruitment Cloud, and we’re now installing the Learn module for certain customers, as well as the Performance Management module for others.
Service Delivery is about adding value, so I enjoy watching an idea grow into a solution that our customers can benefit from.
What does the future look like for your team?
Global support for Europe and the US. This is an exciting development to see the company expand into these new regions.
The growth of Artificial Intelligence is also an area to watch. In 2022, Gartner predicts that 70% of all interactions will be done by machine learning so new modules such as HR Helpdesk, Digital Assistant and Intelligent Advisor are going to become key and help organisations push to become Tier 0. Upskilling and training will benefit my team here. Cloud is constantly changing!
I am also seeing more demand from clients for assistance with Environment, Release and Portfolio Management, so I am looking forward to building out our capabilities here and using automation and the latest technologies where possible.
What advice would you give to candidates starting out in the Oracle world?
Immerse yourself in Oracle technologies – really “lift the bonnet” of configuration! Get as much on the job learning as you can, coupled with Oracle University and the courses available and above all, asks questions! If you can find yourself a mentor and a buddy who can show you the ropes, it will help to accelerate your learning.
Join us again next month, when we’ll be exploring the world of Enterprise Resource Planning with our ERP Practice Lead, Michael Bowpitt!
About Namos Solutions
Namos Solutions are an award-winning Oracle OPN Modernised Partner specialising in the implementation and support of ERP, EPM and HCM business solutions, both in the Cloud and on-premise.
Although based in central London, we work wherever our clients need us to be. Many leading organisations located all over the world trust and rely on our expertise to deliver industry-leading business solutions. Namos customers can currently be found in the UK, Europe, Middle East, Asia Pacific, North America and Africa.
For more information, please visit www.namossolutions.com or email info@namossolutions.com.
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