Infor

Driven. Passionate. Innovative.

You will manage and administer the Infor Managed Services (IMS) agreements by company policies and procedures, Project Management guidelines, and best practices of Service Delivery. The number of customers in your portfolio will depend on the size and complexity of the contract.

You will be in direct touch with the customers, addressing their inquiries with Infor, and taking care of the smooth resolution of reported issues. Close cooperation with different internal teams like Operations, Financial Services, Technical and Functional Support, and Project Management department, is part of daily activities.

A Day in The Life Typically Includes:

• Acting as a liaison between the customer and the Delivery Team to ensure all contractual matters are addressed and coordinated efficiently and promptly.

• Use problem-solving skills to respond to complex inquiries and come up with the best business solution.

• Administration of assigned contracts, review, and management of contractual obligations to ensure all terms and conditions are met.

• Prepare and maintain up-to-date operational document libraries, operate reporting tools, and prepare reports for customers and Infor.

• When required, operate effectively and with minimal supervision in managing any of the key ITIL processes; Incident Management, Change Management, Problem Management, etc.

What You Will Need:

• Excellent English and German and/or Italian skills (oral and written).

• Comprehensive knowledge/experience of general corporate business practices, concepts, and principles of contract management and strong analytical skills or vertical knowledge.

• Client-oriented, self-motivated person with a strong drive for development with excellent time management and organizational skills.

• Ability to work under pressure and meet deadlines assuring quality-of-service delivery.

• Ability to understand and comply with guidance and directives from the direct function Supervisor and interact with all levels of management.

What Will Put You Ahead?

• Additional EMEA languages.

• Bonus points for Project Management/ITIL Foundation v4 certification/knowledge.

• Acting as a Service Operations Manager, Service Delivery Manager is a plus.

• Experience in Account Management, Consulting Management, or a similar role is desirable.

• Familiarity with Logistics, Sales, Finance Business Processes, and Logistics.