Infor

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.

A Day in The Life Typically Includes:

• Act as a primary point of contact between customers, partner/s, and other Infor departments.
• Schedule, facilitate, and monitor operational activities with respect to the IMS contract.
• Monitor project implementations and provide comprehensive updates on overall support and/or implementation progress, issues, key milestones, and risks within Infor.
• Escalate critical issues to prevent any service degradation.
• Schedule and participate in project steering committee meetings for operational delivery updates.
• Ensure a smooth transition from implementation to go-live to stable operations and continuation of relationship Infor Services.
• Provide feedback to Infor consulting teams, partners, and cloud operations to ensure continuous improvement.

Basic Qualifications:

• ERP experience with SaaS/Cloud solutions.
• Prior customer management experience.
• Abilty to present in English to customers and internal audiences.
• Prior experience working in a customer support environment.  
• Experience working in a matrixed environment.
• ITIL Certification.

Preferred Qualifications:

• Familiarity with implementation and support experience in ERP and/or SaaS.
• Experience working with key technology partners and vendors.

Hybrid: Infor Mexico City Location