General information

Software as a Service
Job ID

Description & Requirements

The Service Operations Manager 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.


  • Administration of assigned contracts, review and management of contractual obligations to ensure that all terms and conditions are met.
  • They work closely with the Application Managers and Service Mangers to implement and control all aspects of the day-to-day services delivered to a set of customers they are responsible for. They typically make sure the services are delivered in line with the contracts they are responsible for as well as in line with customer’s expectations.
  • They onboard the resources, educate them on the scope of the contracts, supervise the delivery of the services, set up day to day priorities and then are responsible for ensuring that services are delivered in a timely fashion.

Educational Qualifications:

Bachelor’s or master's degree in engineering in preferably computer engineering stream/ MCA/ MBA

Key Requirements / Experience:

  • 6-7 Years of professional experience managing operations of the customer, preferably front ending to customer.
  • Excellent English 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
  • Experience in Account Management and/or Consulting Management is desirable
  • Service Operations Manager or Service Delivery Manager experience would be a plus
  • Project Management & ITIL Processes knowledge is mandatory
  • Excellent working knowledge is required in MS Excel/ Word/ MS Project/ Visio/ Lucid Chart/ One Note/ SharePoint/ Power point/ServiceNow/ MS team etc.
  • ITIL foundation v4 & Agile Process knowledge would be an additional asset.
  • Willing to work in any Time Zone as customers prefer the operations manager to work in their time zones.
  • Experience in dealing with Managed Services type of contracts for ERP solutions whether On Premise and/or in the Cloud.
  • Knowledge of Infor’s Industry solutions namely LN, M3, S3, Syteline, EAM, WFM, Cloud Suite Solutions and other Infor solutions is desirable.
  • Working experience with any ERP solution is desirable.

About Infor:

Infor is a global leader in business cloud software products for companies in industry specific markets. Infor builds complete industry suites in the cloud and efficiently deploys technology that puts the user experience first, leverages data science, and integrates easily into existing systems.

We are proud to serve more than 68,000 companies worldwide. Infor is a standalone subsidiary of Koch Industries, Inc., which has annual revenues of over $110 billion. For more information visit

Infor Values:

Our Guiding Principles set the standard for how we work with one another. They define who we are as an organization and guide everything we do. By applying the same shared values that unleash prosperity in free societies—such as value creation, integrity, responsibility, free speech, and toleration—we encourage one another to take initiative and to challenge the status quo.


We have a relentless commitment to a culture based on a business philosophy called Principle Based Management™ (PBM™). Informed by the principles that allow a free and open society to flourish, PBM™ prepares individuals to innovate, improve, and transform while fostering a healthy, growing organization that creates long-term value for its clients and supporters and fulfillment for its employees.