Cloud Service Operations Manager Job in Infor

A Day in The Life Typically Includes:

• Administration of assigned contracts, review and management of contractual obligations to ensure that all terms and conditions are met
• 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
• 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
• Provide inspiration, coaching, and feedback to team members, and give input on people development and performance, and help to develop personal growth opportunities.
• Be the root of the escalation either for skill set, or SLA deviations, or technical issues.
• Help in resolving complex inquiries regarding contract obligations and revisions and suggest alternatives that lead to the best business solution
• Use of problem-solving skills to come up with the best business solution for the client and help team effectively troubleshoot and solve issues and inquiries
• Liaison with the client and Service Delivery Managers to ensure contractual matters are addressed and coordinated efficiently and promptly
• Lead the weekly operational meetings held with the customers, they share status progress and agree with the customer on priorities for the open tasks. To do so they refer to the IMS governance framework.
• Prepare and maintain up-to-date operational document libraries
• Maintain higher service capability levels that helps to increase customer satisfaction.
• Make sure that the implemented processes are compliant with standard processes documented into the Operational Handbook, and if any specific processes need to follow for a given customer, they are responsible to document the exceptions and they roll them out to the appropriate stakeholders
• Constantly work for improving the processes for bringing in higher effectiveness in the contract team s performance:

o With the support of the Application Managers and Service Managers they suggest and implement improvement actions such as automation of left shift as much as possible to bring in operational excellence.

o Work closely with their counterparts in Support and Cloud Ops to continuously review the processes and improve the collaboration

What You Will Need:

• 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 AMS Managed Service Contracts for ERP On Premise and Cloud customers is desirable.
• Knowledge of Infor s Industry solutions namelyLN,M3, S3, Syteline, EAM, WFM, Cloud Suite Solutions and other Infor solutions is desirable.
• Working experience with any ERP solution is desirable.
• Work exposure at customer locations will be a value add
• Ability to write clear documentation of operating procedures
• Experienced in working with remote teams in a global environment is desirable.