Información general

País
Japón
Ciudad
Tokyo
ID vacante
42666
Departamento
Infor Consulting Services
Experiencia laboral
MID_SENIOR_LEVEL
Employment Status
FULL_TIME
Workplace Type
Hybrid

Descripción y Requisitos

IMS Team Leader is responsible for people management and delivery management for Consultants delivering Infor Managed Services towards a set of multiple customers.

Responsibilities

The responsibilities of the IMS Team Leader are:

  • Balance workload of team members, while maintaining good usage for all members
  • Overall responsible for the work executed by the team
  • Supervise the work of the team members
  • Organizes the team schedule and priorities to maximize flexibility
  • Collaborate with fellow Team Leads, Service Operations Manager and Application Manager for effective and efficient delivery of the global team
  • Provide directions / coaching / support to the team members.
  • Define clear R&R and expectations for team members
  • Master IMS implemented processes and makes sure the processes are implemented and aligned within the team (Operations Management, Incident Management, Escalation Management, Change Management and Problem Management)
  • Guide and mentor team members on overall Service Management
  • Make sure that the work / incidents and requests of team members are delivered with the right quality and within OLA/SLA
    • Monitor the queue of team members and make sure that tickets are being attended to regularly.
    • Make sure all shift duties (handover, monitoring, and reporting) are done regularly and accurately.
    • Make sure that incidents worked by his team are properly communicated to the rest of the team for handover or knowledge sharing purposes.
  • Acts as next level of escalation for the team members
    • Escalate major outages/roadblocks to the Customer Management (Service Operation Manager, Customer Experience Managers, Application Manager, and/or Service Delivery Directors)
Key Requirements / Experience:

·       2 to 3 years of Leadership experience in ERP (e.g. SAP, NetSuite, Oracle, etc.) Service Management

·       Experienced in a fast-paced environment that can manage Escalations

·       Willing to do On-Call

·       Able to take lead People Engagement Initiatives and lead Service Improvement Plans

·       Excellent English and Japanese communication skills (both spoken and written)

·       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

·       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 is preferred

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

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



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.