Infor

The Service Operations Manager (SOM) is responsible for implementing and managing the Services being part of the scope of our agreements with our customers as per laid out company policies and procedures, project management guidelines and best practices of service delivery. The number of customers in your scope will depend on the size and complexity of the contract.

Responsibilities

The responsibilities of the Service Operations Manager are:

• Administration of assigned contracts, review and management of contractual obligations to ensure that all terms and conditions are met
• Collaborate closely with the Application Managers, Service Managers and Resource Managers to implement and control all aspects of the day-to-day services delivered to a set of customers they are responsible for.
• Ensure services delivered in line with the contracts and with customer’s expectations 
• Onboard consultants, educate them on the scope of the contracts, supervise the delivery of the services, set up day to day priorities and are responsible for ensuring that services are delivered in a timely fashion
• Take escalation from customers, or operational gaps of their respective contract
• Spearhead resolving complex incidents and root cause analysis
• Lead the weekly operational meetings held with the customers to share status progress and agree with the customer on priorities for the open tasks
• Prepare and maintain up-to-date operational document libraries
• Find operational efficiencies through process improvement to increase customer satisfaction.
• Constantly work for improving the processes for bringing in higher effectiveness in the contract team’s  performance:
  • With the support of the Application Managers and Service Managers they suggest and implement improvement actions such as automation of left shift as much as possible to bring in operational excellence.
  • They work closely with their counterparts in Support and Cloud Ops to continuously review the processes and improve the collaboration
• They make sure that the implemented processes are compliant with standard processes documented into the Operational Handbook, and if any specific processes need to follow for a given customer, they are responsible to document the exceptions and they roll them out to the appropriate stakeholders