General information

Global Support
Job ID

Description & Requirements

Responsible for managing individual contributors and for providing leadership and direction for a specified support team. Responsibilities include managing overall operations and performance of a support team, managing customer experiences and escalations, and assisting with formulation of strategies and process improvements. This position is accountable for all aspects of support for products, third party products and interfaces that fall within the support scope of a specified product area(s). This position is accountable for achieving and maintaining service levels and customer satisfaction goals as defined in KPIs and customer service level statements. Requires 8 plus years relevant experience and at least 2 plus years of managerial/leadership experience.

Essential Duties:
Lead the team in both the development and achievement of operational goals; coordinating all necessary enablement, education and certification programs.  

Drive alignment of all team members adherence to role specific processes and guidelines.  In addition, you will execute all talent management programs throughout the year, responsible for the effectiveness of people processes, ensuring people initiatives are completed and monitored (Roles, Responsibilities & Expectations (RREs), compensation reviews, talent reviews etc.)  

Understand and execute the PBM journey for all employees by championing our guiding principles to transform our culture proactively tracking, monitoring, and managing all agreed KPIs.   

Align all aspects of recruiting/sourcing activities including inbound referrals to interview participation and Infor onboarding activities.  You will also be involved in the implementation and execution of all operational plans that impact your team. 

Participate with budget management including budget preparation, forecasting and variance reporting. 

Provide leadership role in customer situations, keeping both customer and interested parties within the company informed as to on-going status. 

Contribute to the maintenance revenue by recommending value-add services, i.e., Education, PSO opportunities, etc, to customer as well as to Account Representatives. 

Create, promote and facilitate positive relations with Services and Support partners, customers and all Infor departments. 

Monitor overall product quality and supportability for assigned product area and provide feedback to Product Development. 

Assess product enhancement and evolution to understand and plan for future required team resources including infrastructure needs. 

Manage special projects as assigned by Director, Support Operations 

Accountable for development of knowledge base content (quantity and quality) for assigned product area. 

Accountable for overall support readiness for Beta and GA initiatives for assigned product area. 

Responsible for managing escalated issues and collaborating with other departments, as necessary to expedite resolution. (If applicable, mention “Participate in 24x7 and holiday coverage when needed.”) 

If applicable, reference any “Travel to customer sites, as required, to provide training or delivery presentations and/or manage customer crisis situations.”

Basic Qualifications:
Degree in Business Administration/Management, Computer Science or related field or equivalent relevant work experience.  

In-depth working knowledge of department operations, proficiency in prioritizing critical customer issues and identifying training needs of the team.  

Demonstrates high standards of professional behaviour in dealings with customers, colleagues and staff.  

Highly advanced inter-personal skills, especially in handling contacts of all types and at all levels. 

Has experience managing people and being responsible for performance management and communication to staff.  

Has contributed to, and has demonstrable evidence of, employee engagement and motivation.   

Has experience of mentoring and is familiar with staff motivation techniques. 

Excellent knowledge of customer service practices and procedures.  

Excellent telephone, written and verbal skills.   

Highly organized and confident decision-making skills.  

Adaptable and able to work under pressure.  

Strong conflict resolutions and interested in leading teams. 

Experienced in escalation management and negotiating/setting expectations for customers. 

General knowledge of relevant software/hardware, technology or design and implementation of business applications. 

Proficient PC skills and various tools used to improve team proficiency. 

Command of English language preferred to be able to provide oral and written communications that effectively articulate complex ideas.

Preferred Skills:
Ability to manage multicultural departments.
Additional languages (verbal and written) are a plus.

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 

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.

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