General information

Country
Japan
City
Tokyo
Job ID
42665
Department
Infor Consulting Services
Experience Level
MID_SENIOR_LEVEL
Employment Status
FULL_TIME
Workplace Type
Hybrid

Description & Requirements

The Service Operations Manager (SOM) is responsible for implementing and managing the Services being part of the scope of our agreements with our customers as per laid out company policies and procedures, project management guidelines and best practices of service delivery. The number of customers in your scope will depend on the size and complexity of the contract.

Responsibilities

The responsibilities of the Service Operations Manager are:

  • Administration of assigned contracts, review and management of contractual obligations to ensure that all terms and conditions are met
  • Collaborate closely with the Application Managers, Service Managers and Resource Managers to implement and control all aspects of the day-to-day services delivered to a set of customers they are responsible for.
  • Ensure services delivered in line with the contracts and with customer’s expectations 
  • Onboard consultants, educate them on the scope of the contracts, supervise the delivery of the services, set up day to day priorities and are responsible for ensuring that services are delivered in a timely fashion
  • Take escalation from customers, or operational gaps of their respective contract
  • Spearhead resolving complex incidents and root cause analysis
  • Lead the weekly operational meetings held with the customers to share status progress and agree with the customer on priorities for the open tasks
  • Prepare and maintain up-to-date operational document libraries
  • Find operational efficiencies through process improvement to increase customer satisfaction.
  • Constantly work for improving the processes for bringing in higher effectiveness in the contract team’s  performance:
    • With the support of the Application Managers and Service Managers they suggest and implement improvement actions such as automation of left shift as much as possible to bring in operational excellence.
    • They work closely with their counterparts in Support and Cloud Ops to continuously review the processes and improve the collaboration
  • They make sure that the implemented processes are compliant with standard processes documented into the Operational Handbook, and if any specific processes need to follow for a given customer, they are responsible to document the exceptions and they roll them out to the appropriate stakeholders

Key Requirements / Experience:

·       Client-oriented, self-motivated person with a strong drive for development with excellent time management and organizational skills

·       Able to work under pressure and meet deadlines assuring quality of service delivery

·       Comprehensive knowledge/experience of general corporate business practices, concepts, and principles of contract management and strong analytical skills or vertical knowledge

·       Service Operations Manager or Service Delivery Manager experience would be a plus

·       Project Management & ITIL Processes knowledge is mandatory

·       ITIL foundation v4 & Agile Process knowledge would be an additional asset.

·       Experience in dealing with Managed Services type of contracts for ERP solutions whether On Premise and/or in the Cloud.

·       Experience in working with ERP is Mandatory

·       Knowledge of Infor’s Industry solutions namely  LN,  M3, S3, Syteline, EAM, WFM, Cloud Suite Solutions and other Infor solutions is desirable.

·       Ability to write clear documentation of operating procedures

·       Experienced in working with remote teams in a global environment is mandatory.



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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