Infor

Infor Managed Services (IMS) Manila is a department under Global Delivery Services (GDS) offering a subscription model which provides customer a sustainable and cost-efficient service of a client’s specific process or function. IMS-Manila acts the primary service provider for any non-standard requirements of Infor ERP Products. IMS-Manila provides world-class service excellence through following ITIL standards set across all Managed Services clients worldwide.

As Service Operations Manager, you will be responsible for managing Infor Managed Services (IMS) agreements as per laid out company policies and procedures, project management guidelines and best practices of service delivery. Number of customers in your scope will depend on the size and complexity of the contract. 

Your responsibilities will be to handle strategic and operational responsibilities as well as customer management that are operationally inclined. 

Essential Duties

• Act as a primary point of contact between customer, partner/s and other Infor deparments
• Schedule, facilitate and monitor operational activities with respect to IMS contract
• Monitor project implementations and provide comprehensive updates on overall support and/or implementation progress, issues, key milestones and risks within Infor
• Escalate critical issues to prevent any service degradation
• Schedule and participate in project steering committee meetings to operational delivery updates 
• Ensure a smooth transition from implementation to go-live to stable operations and continuation of relationship Infor Services
• Provide feedback to Infor consulting teams, partners and cloud operations to ensure continuous improvement.

Basic Qualifications

• Experience with major ERPs and saas/cloud solutions
• Strong customer management skills
• Excellent written/verbal communication and presentation skills
• Excellent analytical, time management and organizational skills to manage multiple tasks simultaneously
• Ability to respond quickly to changing demands and market conditions
• Ability to work under pressure
• Commitment to teamwork and ability to operate in a matrix management environment

 Basic Qualifications: