Allmän information

Land
Filippinerna
Stad
Remote Location
Jobb-ID
42549
Avdelning
Infor Consulting Services
Arbetslivserfarenhet
NOT_APPLICABLE
Employment Status
FULL_TIME
Workplace Type
Hybrid

Beskrivning och krav

Infor Managed Services (IMS) is part of our Global Delivery Services (GDS) division offering a cost-efficient subscription model for our customers helping to maintain their specific software processes. IMS acts as the primary service provider for any non-standard requirements of Infor ERP Products. IMS provides world-class service excellence through following ITIL standards set across all Managed Services clients worldwide.

As Service Operations Manager, you will be responsible for managing Infor Managed Services (IMS) agreements as per laid out company policies and procedures, project management guidelines and best practices for service delivery. The number of customers in your scope will depend on the size and complexity of the contract. This role is both strategic and operational in focus and will allow you to work directly with our customers.

Service Operations Manager focuses on operational excellence and proactive service management, ensuring that IT services are reliable, scalable, and optimized. Leveraging the ITIL framework, the role ensures consistent value delivery while driving innovation and process efficiency.

This role is critical to maintaining service performance, enhancing customer satisfaction, and achieving long-term organizational goals by efficiently executing tasks under IMS CareFor service pillars, including Business Application Support, Enhancement Lifecycle Management, Release Impact Management, Solution Monitoring, Application Administration.

What You Will Need?
Minimum Qualifications:
  • With ERP Background
  • Fluent in English both written and verbal
  • ITIL Certified
  • Willing to work in US Time zone permanently from 9PM – 6AM
  • A thorough understanding and practical experience of corporate business practices, as well as strong analytical skills or specialized knowledge in a particular field. Additionally, a firm grasp of the fundamental principles of contract management.
  •  Exceptional time management and organizational skills, client-oriented and self-motivated individual with a strong drive for personal development
  • Ability to work well under pressure and meet deadlines while ensuring the delivery of high-quality services
  • Ability to comprehend and adhere to directives from direct supervisor and interact effectively with all levels of management

What Will Put You Ahead?
Preferred Qualification:

  • Experienced working with clients/customers who are major stakeholders such as IT Managers, CEO, VPs, etc.
  • Having experience as a Service Operations Manager or Service Delivery Manager is considered an advantage
  • Having prior experience in Account Management and/or Consulting Management is considered desirable
  • Exposed on service governance related with ITIL (Information Technology Infrastructure Library) processes and incident management

A Day In A Life Typically Includes:
  • Service Operations Management: Oversee IT service operations, ensuring minimal disruption to business activities by managing incidents, service requests, problems, and events to meet agreed SLAs and OLAs.
  • Incident and Problem Management: Coordinate incident resolution efforts, ensuring quick restoration of services.
  • Change and Release Coordination: Focus on transition, change management, risk-free releases.
  • Risk and Infrastructure Management: Oversees the maintenance schedule and upgrade of IT infrastructure and applications.
  • Service Performance Monitoring: Track and analyze service performance metrics, identifying trends and areas for improvement.
  • Continuous Improvement: Proactively identify opportunities to optimize processes and enhance service quality.
  • Role Expectations:
  • Operational Excellence: Maintain uninterrupted IT services, meeting or exceeding SLAs.
  • ITIL Adherence: Demonstrate proficiency in ITIL frameworks and ensure all operations align with ITIL principles.
  • Problem-Solving and Decision-Making: Quickly address incidents and critical situations with effective decision-making and escalation process.
  • Collaboration and Leadership: Build strong relationships with stakeholders to ensure alignment on service delivery goals.


Om Infor

Infor är en global ledare inom molnbaserade programvaruprodukter för företag på branschspecifika marknader. Infor bygger kompletta branschsviter i molnet och distribuerar effektivt teknik som sätter användarupplevelsen främst, utnyttjar datavetenskap och enkelt integreras i befintliga system. Över 60 000 organisationer världen över förlitar sig på Infor för att övervinna marknadsstörningar och uppnå digital omvandling i hela verksamheten.nbsp;
För mer information besök www.infor.com 

Våra värderingar

På Infor strävar vi efter en miljö som bygger på en affärsfilosofi som Principle Based Management™ (PBM™) och åtta vägledande principer: integritet, förvaltarskap och efterlevnad, transformation, principiellt entreprenörskap, kunskap, ödmjukhet, respekt, självförverkligande. Ökad mångfald är viktigt för att återspegla våra marknader, kunder, partners och samhällen vi tjänar i nu och i framtiden.

Vi har ett obevekligt engagemang för en kultur baserad på PBM. Informerad av de principer som tillåter ett fritt och öppet samhälle att blomstra, förbereder PBM™ individer att förnya, förbättra och omvandla samtidigt som de främjar en hälsosam, växande organisation som skapar långsiktigt värde för sina kunder och supportrar och uppfyllelse för sina anställda.

Infor är en arbetsgivare för lika möjligheter. Vi är engagerade i att skapa en mångsidig och inkluderande arbetsmiljö. Infor diskriminerar inte kandidater eller anställda på grund av kön, ras, könsidentitet, funktionshinder, ålder, sexuell läggning, religion, nationellt ursprung, veteranstatus eller någon annan skyddad status enligt lagen.

På Infor värdesätter vi din integritet, därför har vi skapat en policy som du kan här.

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