General information

Country
Philippines
City
Remote Location
Job ID
42543
Department
Infor Consulting Services
Experience Level
NOT_APPLICABLE
Employment Status
FULL_TIME
Workplace Type
Hybrid

Description & Requirements

Infor Managed Services (IMS) is part of our Global Delivery Services (GDS) division offering a cost-efficient subscription model for our customers helping to maintain their specific software processes. IMS acts as the primary service provider for any non-standard requirements of Infor ERP Products. IMS 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 for service delivery. The number of customers in your scope will depend on the size and complexity of the contract. This role is both strategic and operational in focus and will allow you to work directly with our customers.

Service Operations Manager focuses on operational excellence and proactive service management, ensuring that IT services are reliable, scalable, and optimized. Leveraging the ITIL framework, the role ensures consistent value delivery while driving innovation and process efficiency.

This role is critical to maintaining service performance, enhancing customer satisfaction, and achieving long-term organizational goals by efficiently executing tasks under IMS CareFor service pillars, including Business Application Support, Enhancement Lifecycle Management, Release Impact Management, Solution Monitoring, Application Administration.

What You Will Need?
Minimum Qualifications:
  • With ERP Background
  • Fluent in English both written and verbal
  • ITIL Certified
  • Willing to work in US Time zone permanently from 9PM – 6AM
  • A thorough understanding and practical experience of corporate business practices, as well as strong analytical skills or specialized knowledge in a particular field. Additionally, a firm grasp of the fundamental principles of contract management.
  •  Exceptional time management and organizational skills, client-oriented and self-motivated individual with a strong drive for personal development
  • Ability to work well under pressure and meet deadlines while ensuring the delivery of high-quality services
  • Ability to comprehend and adhere to directives from direct supervisor and interact effectively with all levels of management

What Will Put You Ahead?
Preferred Qualification:

  • Experienced working with clients/customers who are major stakeholders such as IT Managers, CEO, VPs, etc.
  • Having experience as a Service Operations Manager or Service Delivery Manager is considered an advantage
  • Having prior experience in Account Management and/or Consulting Management is considered desirable
  • Exposed on service governance related with ITIL (Information Technology Infrastructure Library) processes and incident management

A Day In A Life Typically Includes:
  • Service Operations Management: Oversee IT service operations, ensuring minimal disruption to business activities by managing incidents, service requests, problems, and events to meet agreed SLAs and OLAs.
  • Incident and Problem Management: Coordinate incident resolution efforts, ensuring quick restoration of services.
  • Change and Release Coordination: Focus on transition, change management, risk-free releases.
  • Risk and Infrastructure Management: Oversees the maintenance schedule and upgrade of IT infrastructure and applications.
  • Service Performance Monitoring: Track and analyze service performance metrics, identifying trends and areas for improvement.
  • Continuous Improvement: Proactively identify opportunities to optimize processes and enhance service quality.
  • Role Expectations:
  • Operational Excellence: Maintain uninterrupted IT services, meeting or exceeding SLAs.
  • ITIL Adherence: Demonstrate proficiency in ITIL frameworks and ensure all operations align with ITIL principles.
  • Problem-Solving and Decision-Making: Quickly address incidents and critical situations with effective decision-making and escalation process.
  • Collaboration and Leadership: Build strong relationships with stakeholders to ensure alignment on service delivery goals.


About Infor

Infor is a global leader in business cloud software products for companies in industry specific markets. Infor builds complete industry suites in the cloud and efficiently deploys technology that puts the user experience first, leverages data science, and integrates easily into existing systems. Over 60,000 organizations worldwide rely on Infor to help overcome market disruptions and achieve business-wide digital transformation. 
For more information visit www.infor.com 

Our Values

At Infor, we strive for an environment that is founded on a business philosophy called Principle Based Management™ (PBM™) and eight Guiding Principles: integrity, stewardship & compliance, transformation, principled entrepreneurship, knowledge, humility, respect, self-actualization. Increasing diversity is important to reflect our markets, customers, partners, and communities we serve in now and in the future.

We have a relentless commitment to a culture based on PBM. Informed by the principles that allow a free and open society to flourish, PBM™ prepares individuals to innovate, improve, and transform while fostering a healthy, growing organization that creates long-term value for its clients and supporters and fulfillment for its employees.

Infor is an Equal Opportunity Employer. We are committed to creating a diverse and inclusive work environment. Infor does not discriminate against candidates or employees because of their sex, race, gender identity, disability, age, sexual orientation, religion, national origin, veteran status, or any other protected status under the law. If you require accommodation or assistance at any time during the application or selection processes, please submit a request by following the directions located in the FAQ section at the bottom of the infor.com/about/careers webpage.

At Infor we value your privacy that’s why we created a policy that you can read here.

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