Cloud Service Operations Manager, Senior

General Information

Country India State Telangana City Hyderabad Job ID 47138 Department Infor Consulting Services

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.
For more information visit www.infor.com


Our Values
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.
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.
Fraud Awareness
We have been made aware of unauthorized individuals posing as Infor recruiters, including some who have made fraudulent offers of employment. Please read our guidelines and protect yourself from recruitment scams.
Fraud Privacy Policy
We value your privacy at Infor. You may access our privacy policy here.