Job Description

Description & Requirements
As a Senior Service Operations Manager, you will oversee and manage the execution of Infor Managed Services agreements. Your role demands adherence to company policies, Project Management frameworks (including Agile and Prince2), and ITIL practices (V3 & V4) to ensure service delivery excellence. Depending on contract scope and complexity, your customer portfolio may vary, and occasional onsite visits may be required as per contractual obligations.
You will serve as the primary customer liaison, handling inquiries and facilitating swift issue resolution. Collaboration with diverse IMS stakeholders-Operations, Resource Management, Financial Services, Technical and Functional Support-is crucial. A strong partnership with the Customer Experience Manager is essential to uphold high service standards and mutually beneficial outcomes for Infor and its clients.
Responsibilities:

• Serve as the key interface between customers and project teams to promptly address and coordinate all contractual matters.
• Resolve complex customer inquiries by applying analytical and problem-solving skills to deliver optimal business solutions.
• Oversee contract administration, ensuring strict compliance with terms and conditions.
• Maintain up-to-date operational documentation, utilize reporting tools, and prepare detailed reports for customers and internal teams.
• Independently manage core ITIL processes such as Incident Management, Change Management, and Problem Management with minimal supervision.

Required Skills & Qualifications

• Fluent English communication skills (oral and written).
• 15+ Years of Experience.
• Deep understanding of corporate business practices, contract management principles, and strong analytical capabilities.
• Excellent organizational and time management skills, with a client-oriented mindset and a proactive approach to personal growth.
• Ability to perform under pressure, meet deadlines, and consistently deliver quality service.
• Effective in following management directions and engaging with all organizational levels.

Preferred Qualifications:

• Project Management and ITIL Foundation v4 certifications are advantageous.
• Experience in roles such as Service Operations Manager or Service Delivery Manager is a plus.
• Prior background in Account Management or Consulting Management is desirable.

About Infor
Infor is where ambition meets impact. Join a global community of bold thinkers and innovators, where your expertise doesn't just solve problems. it shapes industries, unlocks opportunities, and creates real-world impact for billions of people. At Infor, you're not just building a career. you're helping to build what's next.
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. Over 60,000 organizations worldwide rely on Infor to help overcome market disruptions and achieve business-wide digital transformation.
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Skills Required