Infor

The Service Operations Managers team consists of 60 multilingual members with ITIL expertise and professional experience located worldwide to support Infor's business across various time zones.

As part of your responsibilities, you will be managing and administering the Infor Managed Services (IMS) agreements. You will need to adhere to the company policies and procedures, Project Management guidelines (Agile/Prince), and best practices of Service Delivery, such as ITIL v4 to ensure the successful execution of the agreements. The number of customers in your portfolio will vary depending on the size and complexity of the contract, which is referred to as governance type. In some cases, you may need to travel and visit customers onsite as per the contract obligations.

As a customer service representative for Infor, you will be responsible for directly addressing customer inquiries and ensuring that any issues reported are resolved smoothly. This requires close collaboration between the various IMS stakeholders, including Operations, Resource Management, Financial Services, Technical and Functional Support. Additionally, the Service Operations Manager and Customer Experience Manager (who is also responsible for the contract) must have an excellent partnership to achieve high service standards and provide mutual benefits for both Infor and its customers.

A Day in The Life Typically Includes: 

• Act as a liaison between the customer and the Project Team to ensure that all contractual matters are efficiently and promptly addressed and coordinated
•  Respond to complex inquiries using problem-solving skills to find the best business solution
• Contract administration, review, and management to ensure compliance with terms and conditions
• Prepare and maintain current operational document libraries, operate reporting tools, and prepare reports for customers and Infor when managing any of the key ITIL processes such as Incident Management, Change Management, Problem Management, etc., operate effectively and with minimal supervision as required

Basic Qualifications: 

• Fluent in English including both oral and written proficiency
• 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 servicE
• Ability to comprehend and adhere to directives from direct supervisor and interact effectively with all levels of management

Preferred Qualifications: 

• Additional EMEA language would be a preferred 
• Bonus points will be awarded to individuals who possess Project Management/ITIL Foundation v4 certification or have knowledge related to these areas
• Having experience as a Service Operations Manager or Service Delivery Manager is considered an advantage.
• Experience in ERP is considered an advantage.
• Having prior experience in Account Management and/or Consulting Management is considered desirable