Información general

País
Japón
Ciudad
Tokyo
ID vacante
44556
Departamento
Infor Consulting Services
Experiencia laboral
MID_SENIOR_LEVEL
Employment Status
FULL_TIME
Workplace Type
Hybrid

Descripción y Requisitos

The Customer Experience Manager (IMS-CEM) is responsible for the successful delivery of Infor Managed Services (IMS) to clients, working closely with internal delivery teams and project resources to ensure seamless execution. This role plays a key part in supporting the growth of the Managed Services business in Japan, by actively collaborating with the sales team to help close new opportunities and engaging with internal Infor departments to align resources for service delivery.

The IMS-CEM will be instrumental in articulating and whiteboarding IMS service solutions for prospective clients, providing budgetary estimates on effort and cost, and partnering with sales and client stakeholders to secure and finalize deals.

Post-sale, the IMS-CEM owns the service delivery lifecycle for assigned customers—ensuring high levels of customer satisfaction, while also maintaining strong financial performance and healthy profit margins. The role requires strong business acumen, particularly in managing P&L, along with the ability to foster and manage long-term client relationships.

Ultimately, the IMS-CEM is a key driver in expanding Infor’s customer base in Japan, contributing directly to revenue growth and business success in the region.

Essential Duties
• Take full ownership of IMS contracts and ensure end-to-end delivery of services in alignment with contractual obligations by collaborating effectively with internal delivery teams.
• Ensure all contracted services are delivered in accordance with the IMS contract scope and adhere to agreed tactical and operational procedures.
• Collaborate with Service Operations Managers (SOMs), Resource Planners, and third-party vendors to coordinate seamless service delivery across all involved teams.
• Maintain and improve service quality through regular audits, process improvements, and adherence to organizational standards.
• Drive continuous service improvements by developing and managing Service Improvement Plans (SIPs) and resource allocation strategies to optimize quality, operational efficiency, and profit margins.
• Act as the primary escalation point for customers, SOMs, third-party providers, and the broader GPS organization concerning IMS service delivery.
• Own and perform contract management activities, including timely renewals and the maintenance of contract documentation, Dossier Agreements, and customer-specific procedures.
• Prepare and present comprehensive operational and financial performance reports, including dashboards and other required metrics.
• Organize and participate in internal and external tactical governance meetings as defined in the customer governance model.
• Coordinate with internal stakeholders and external auditors to ensure successful audit outcomes by providing necessary information and support.
• Design and plan the delivery of additional IMS services to meet evolving client needs.
• Support IMS business development efforts by contributing to revenue growth through content expertise and budgeting support during the sales process.
• Foster strong client relationships and secure customer references by ensuring consistent service excellence.
• Drive high levels of customer satisfaction through proactive engagement, issue resolution, and delivery performance.
• Manage the expectations and needs of high-demand clients within contract scope, handling escalations professionally and coordinating cross-functional teams to resolve issues efficiently.
• Candidate is to work from Infor Japan Tokyo office and is not remote-working.

Basic Qualifications 
Educational & Professional Qualifications
Education:
• Bachelor's degree in Information Technology, Computer Science, Business Administration, is required.
• Master’s degree in Information Technology, Computer Science, Business Administration, or equivalent is considered as strong advantage.

Professional Experience:
• 7  years of experience in IT service delivery or operations, with at least 3 years in a client-facing Service Delivery Manager or similar leadership role.
• Proven experience in managing delivery of cloud-based ERP solutions in a managed services or SaaS environment.
• Strong understanding of ERP systems, cloud infrastructure, IT service management (ITSM) frameworks, and customer success practices.
• Experience coordinating cross-functional teams, third-party vendors, and internal stakeholders to ensure service excellence.
• Demonstrated ability to manage SLAs, KPIs, contract obligations, and continuous improvement initiatives.
Skills:
• Must be a native Japanese speaker (Read/Write/Speak) and should be able to Read/Write/Speak in English too.
• Strong communication, stakeholder management, and problem-solving skills.
• Must be good in Microsoft office applications (Excel, Word, Powerpoint)
• Business acumen with a focus on service profitability, efficiency, and customer satisfaction.
• Ability to manage escalations and complex service delivery challenges in a high-demand, fast-paced environment.

Preferred Qualifications 
Certifications (Preferred/Desirable):
• ITIL Foundation or higher (e.g., ITIL v4 Managing Professional).
• Project Management certifications such as PMP, PRINCE2, or Agile/Scrum certifications.
• Cloud platform certifications (e.g., AWS Certified Solutions Architect, Microsoft Azure Fundamentals, or Google Cloud Associate).
• ERP platform certifications (e.g., Infor, SAP, Oracle, or NetSuite) are highly desirable.

Acerca de Infor

Infor es una empresa global que proporciona productos de software en la nube para todas las áreas de un negocio y para todo tipo de industria. Infor desarrolla suites integrales por industria en la nube e implementa tecnología de forma eficiente que prioriza la experiencia del usuario, aprovecha la ciencia de datos y se integra fácilmente en los sistemas existentes. Más de 60 000 empresas en todo el mundo confían en Infor para ayudarles a superar las disrupciones del mercado y lograr la transformación digital en todas las áreas de sus negocios. 
Para más información, visita www.infor.com 

Nuestros Valores

En Infor, nos esforzamos por lograr un entorno que se base en nuestra filosofía MBM™ y ocho Principios Fundamentales: Integridad, Administración y Cumplimiento, Transformación, Espíritu Empresarial basado en principios, Conocimiento, Humildad, Respeto y Autorrealización. El aumento de nuestra diversidad es importante para reflejar nuestros mercados, clientes, socios y comunidades a las que servimos ahora y en el futuro.br>

Tenemos un compromiso implacable con una cultura basada en una filosofía empresarial denominada Principle Based Management™ (PBM™). De acuerdo con estos principios, permite que florezca una sociedad libre y abierta, PBM™ prepara a las personas para innovar, mejorar y transformar mientras fomenta una organización saludable y en crecimiento que crea valor a largo plazo para sus clientes y simpatizantes y satisfacción para sus empleados.div>

Infor es un empleador que ofrece igualdad de oportunidades. Estamos comprometidos a crear un ambiente de trabajo diverso e inclusivo. Infor no discrimina a los candidatos o empleados por su sexo, raza, género, identidad, discapacidad, edad, orientación sexual, religión, origen nacional, condición de veterano o cualquier otra condición protegida por la ley.

En Infor valoramos tu privacidad por eso creamos una política que puedes leer read here.

Back to job list