Cloud Service Operations Manager

General information
- Country

Mexico
- City

Mexico City
- Job ID

43316
- Department

Infor Consulting Services
- Experience Level

MID_SENIOR_LEVEL
- Employment Status

FULL_TIME
- Workplace Type

Hybrid
- Description & Requirements

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.

A Day in The Life Typically Includes:

- Act as a primary point of contact between customers, partner/s, and other Infor departments.
- Schedule, facilitate, and monitor operational activities with respect to the IMS contract.
- Monitor project implementations and provide comprehensive updates on overall support and/or implementation progress, issues, key milestones, and risks within Infor.
- Escalate critical issues to prevent any service degradation.
- Schedule and participate in project steering committee meetings for operational delivery updates.
- Ensure a smooth transition from implementation to go-live to stable operations and continuation of relationship Infor Services.
- Provide feedback to Infor consulting teams, partners, and cloud operations to ensure continuous improvement.

Basic Qualifications:

- ERP experience with SaaS/Cloud solutions.
- Customer management experience.
- Written/verbal English communication and presentation skills working in a consulting environment.
- Experience working in a matrixed environment.
- ITIL Certification.

Preferred Qualifications:

- Implementation and support experience in ERP and/or SaaS.
- Experience working with technology partners and vendors.

Office: Montes Urales Norte 505, Col, Lomas de Chapultepec, 11000 Ciudad de México
- About InforInfor 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. Over 60,000 organizations worldwide rely on Infor to help overcome market disruptions and achieve business-wide digital transformation. Our ValuesAt Infor, we strive for an environment that is founded on a business philosophy called Principle Based Management (PBM) and eight Guiding Principles: integrity, stewardship & compliance, transformation, principled entrepreneurship, knowledge, humility, respect, self-actualization. Increasing diversity is important to reflect our markets, customers, partners, and communities we serve in now and in the future.We have a relentless commitment to a culture based on 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.