Infor

The Service Operations Manager Leader focuses on operational excellence, driving innovation, and enhancing process efficiency. This role is essential for leading, coaching, and mentoring high-performing teams to achieve long-term organizational goals.

A Day in The Life Typically Includes:

Lead a High-Performing Team:

• Manage and support a distributed team of Service Operations Managers (SOMs) to ensure seamless customer service and operational continuity across various regions and time zones.
• Team Leadership & Administrative Management.
• Provide ongoing coaching and mentoring for the Service Operations Managers team through regular one-on-one meetings, continuous feedback, structured quarterly performance reviews, facilitation of 360-degree feedback, and support for individual development plans. This approach ensures team alignment, engagement, and performance growth.

Coordinate Delivery Support:

• Oversee daily operations, assign SOM resources to contracts, manage backup coverage during public holidays and planned or unplanned leaves, and ensure critical support for high-priority incidents and escalations. Facilitate productive collaboration between the IMS and Infor teams to align service delivery, share feedback, and support ongoing projects.

Ensure Operational Governance:

• Track contract delivery status, customer communication, and Service Level Agreement (SLA) adherence using tools like the D2D tracker and shared reports with customers.

Standardize Support Best Practices:

• Ensure consistency in the delivery processes of SOMs across regions, including onboarding, documentation, SIPOCs, escalation handling, and ticket management routines.

Drive Issue Prevention & Proactive Support:

• Anticipate delivery risks related to Service Pillars and coordinate support for SOMs in addressing these issues. Provide transparent updates to clients.

Customer Escalation Management:

• Act as an escalation point for IMS customers and internal stakeholders when necessary, ensuring clear communication, timely feedback, and guidance.

What You Will Need:

• Ability to work the USA AMER day shift every day.
• Prior management and leadership experiance.
• Project management background is a plus.
• ERP background is required.
• Infor S3 knowledge is a plus.
• Fluent English is a requirement.
• BS/BA degree is required.

What Will Put You Ahead?

• Managed services background and or Implementation background is required.
• Spanish language would be a plus.