Infor

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)

·       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.