Manager, Cloud Services

Overview

The Service Operations Manager Leader focuses on operational excellence, driving innovation, and enhancing process efficiency. This role is essential for leading, coaching, and mentoring high-performing teams to achieve long-term organizational goals.

A Day in The Life Typically Includes:

• Lead a High-Performing Team:
  Manage and support a distributed team of Service Operations Managers (SOMs) to ensure seamless customer service and operational continuity across various regions and time zones.
• Coordinate Delivery Support:
  Oversee daily operations, assign SOM resources to contracts, manage backup coverage during public holidays and planned or unplanned leaves, and ensure critical support for high-priority incidents and escalations. Facilitate productive collaboration between the IMS and Infor teams to align service delivery, share feedback, and support ongoing projects.

• Ensure Operational Governance:
  Track contract delivery status, customer communication, and Service Level Agreement (SLA) adherence using tools like the D2D tracker and shared reports with customers.
• Ensure consistency in delivery processes:
  of SOMs across regions, including onboarding, documentation, SIPOCs, escalation handling, and ticket management routines.

• Drive Issue Prevention & Proactive Support:
  Anticipate delivery risks related to Service Pillars and coordinate support for SOMs in addressing these issues. Provide transparent updates to clients.
• Act as an escalation point for IMS customers and internal stakeholders when necessary, ensuring clear communication, timely feedback, and guidance.

• Ability to work the USA AMER day shift every day.
• Prior management and leadership experienc e.
• Project management background is a plus.
• ERP background is required.
• Infor S3 knowledge is a plus.
• Fluent English is a requirement.
• BS/BA degree is required.

• Managed services background and or Implementation background is required.
• Spanish language would be a plus.

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.

At 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.

Infor is an Equal Opportunity Employer. We are committed to creating a diverse and inclusive work environment. Infor does not discriminate against candidates or employees because of their sex, race, gender identity, disability, age, sexual orientation, religion, national origin, veteran status, or any other protected status under the law. If you require accommodation or assistance at any time during the application or selection processes, please submit a request by following the directions located in the FAQ section at the bottom of the infor.com/about/careers webpage.

At Infor we value your privacy that’s why we created a policy that you can read here .