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Cloud Service Operations Manager

4 weeks ago

مصر, Egypt Infor Full time

**General information**:

- Country
Egypt- City
Giza- Department
Software as a Service- Job ID
35094**Description & Requirements**:
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 of service delivery, Number of customers in your scope will depend on the size and complexity of the contract.

Your responsibilities will be to handle strategic and operational tasks as well as contacting directly to the client on operational issues. You will have to closely work with internal teams for the successful operations of your

**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.
- Response for acting on 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 Project Team to ensure contractual matters are addressed and coordinated efficiently and promptly.
- Keep client informed of service events, actions and opportunities that are likely to impact their ability to pursue their day-to-day activities.
- Prepare and maintain up-to-date operational document libraries.
- Operate reporting tools and prepare reports for client and Infor.
- When required, able to operate effectively and with mínimal supervision in managing any of the key ITIL processes; Incident Management, Change Management, Problem Management, etc.
- Maintain higher service capability levels that helps to increase customer satisfaction.
- Constantly work for improving the processes for bringing in higher effectively in the contract team’s performance.
- Work on automating the processes as much as possible to bring in operational excellence

**What you will need**:

- 5-7 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.
- Able to understand and comply with guidance and directives from direct function supervisor and interact with all levels of management.
- 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.
- Work on different time zones (US) can be mandatory, rotations are narrowly executed.

**What will put you ahead**:

- Self-Starter and independent.
- TIL V4 Certified is a plus.

**About Infor**

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.

**Infor Values**:

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.

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