Director - Managed IT Services

Director, Managed Services

General information

Country India State Telangana City Hyderabad Job ID 47950 Department Infor Consulting Services

Description & Requirements

This role will focus on improving the overall Management of SLAs for IMS. This will focus on bringing maximum review on ITIL processes and understanding the improvement of efficiency for better customer management for IMS

Responsibilities

• Service Delivery Management
• SLA and KPI tracking
• Overall Ticket Tracking
• Customer Escalation Leadership over Focal leader
• Manage escalations and restore customer confidence during critical incidents.
• Strong change management, Backlog management and transformation leadership.
• Excellent communication, influencing, and stakeholder management
• Service Pillar Management will be jointly reviewed by the Support leaders along with COE leads and Focal Leaders 

Essential Duties

• Service Delivery Management
• SLA and KPI tracking
• Overall Ticket Tracking
• Customer Escalation Leadership over Focal leader
• Ownership for ensuring solutions
• Conduct regular service reviews with customers (weekly/monthly/quarterly).
• Manage escalations and restore customer confidence during critical incidents.
• Drive workload balancing, resource allocation, and adherence to processes.
• Capacity Planning, Drive building capability, and knowledge with COE team
• Strong change management and transformation leadership.
• Excellent communication, influencing, and stakeholder management
• Service Pillar Management will be jointly reviewed by the Support leaders along with COE leads and Focal Leaders .

About Infor
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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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Experience Level

Executive Level