Infor

Location: 

Europe, US, UK

Role description:

The Application Director is responsible for the delivery of the IMS operations for a given application or a group of applications. He/she is responsible for aligning the capacity and the capabilities to meet with the demand of their customers and/or to anticipate new requirements or volumes.

Responsibilities

• They develop the right strategies and tactics to deliver desired business outcomes and to determine what capacity and capabilities do they need to deliver the services, based on the catalog of services and the volume.
• They help plan and orchestrate execution of the work, organize the shifts, define the locations where the work is delivered, and they strive to build a cohesive team.
• They maintain quality service by enforcing quality and customer service standards, analyzing and resolving quality and customer service problems, and recommending system improvements.
• They work closely with the Service Managers, Service Operations Managers to identify and prioritize the opportunities to improve. They drive continuous improvements by the innovation in existing processes or services to continuously increase the customer satisfaction or reinforce effectiveness.
• They collaborate with various Service Delivery Directors (SDD's) and attend regular operational meetings/calls to support their teams or counterparts.
• They work closely with their counterparts in Support and Cloud Ops to continuously review the processes and improve the collaboration
• They are the main point of escalation for the services issues related to the application they are responsible for.
• Jointly with the Service Managers and Service Operations Managers they define the required training plans
• They provide inspiration, coaching, and feedback to team members, and give input on people development and performance, and help to develop personal growth opportunities.
• They are responsible for helping to build a robust knowledge base
• They are responsible for the maintenance, both internal and customer facing, service documentation
• They participate in a program of continuous improvement, to ensure the support systems and processes are appropriate to changing company and customer requirements

Educational Qualifications

Bachelors or Master’s degree in Engineering in preferably computer engineering stream/ MCA/ MBA

Key Requirements / Experience:

• Client-oriented, self-motivated person with a strong drive for development with excellent time management and organizational skills
• Able to work in a highly demanding environment 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
• Experience in Account Management and/or Consulting Management is desirable
• 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
• Willing to work in any Time Zone as customers prefer the operations manager to work in their time zones.
• Experience in delivering Managed Services on ERP solutions in the Cloud.
• Knowledge of Infor’s Industry solutions namely  LN,  M3, S3, Syteline, EAM, WFM, Cloud Suite Solutions and other Infor solutions is desirable.
• Work exposure at customer locations will be a value add
• Ability to write clear documentation of operating procedures
• Experienced in working with remote teams in a global environment is required.