The Focal Leader, Cloud Services acts as the primary operational and customer focal point for Infor LN Managed Services customers in the U.S., with accountability for service delivery, escalation management, and team leadership. This role operates after implementation, taking ownership from project teams and managing steady state operations, service quality, and change activities. Responsibilities include coordinating operational activities, overseeing issue resolution, managing vendor and partner engagements, and supporting customers through ongoing platform usage and enhancements. The role contributes to customer retention and growth by maintaining operational continuity and supporting evolving business requirements within LN environments.
A Day in the Life Typically Includes:
* Act as the focal leader and single point of contact for IMS customers in the U.S. region for your assigned product LN, owning operational relationships and escalations.
* Oversee day-to-day service operations, ensuring delivery activities run smoothly and service quality and KPIs are consistently met.
* Lead and manage a team, providing direction, mentoring, and people management to support effective operations and customer outcomes.
* Serve as the escalation point for customer issues, coordinating with service delivery managers, service operations managers, and other IMS teams.
* Monitor operational health, including ticket queues and incident trends, ensuring visibility and timely resolution.
* Collaborate with cross-functional stakeholders across IMS, GPS, and Global Support primarily post go-live, with involvement during go-live as needed to support smooth handoff.
* Partner with the RMO team to address skill or capacity gaps by engaging third-party vendors when required.
Basic Qualifications:
* Experience serving as a primary operational point of contact for LN assigned customers or business stakeholders, with accountability for service delivery outcomes.
* Experience managing delivery or operations teams with defined ownership, escalation paths, and traceability of work items.
* Experience scheduling, facilitating, and monitoring operational activities to ensure execution against defined plans and timelines.
* Experience ensuring service quality through adherence to established service standards, operational procedures, and quality audit processes.
* Experience managing incident resolution, including issue prioritization, escalation, and coordination to achieve timely service restoration.
* Experience collaborating with cross-functional teams, including business stakeholders and operations teams, to support service delivery objectives.
* Experience providing direct people leadership, including task assignment, performance oversight, and day-to-day operational guidance.
* Legal authorization to work permanently in the United States for any employer without requiring a visa transfer or sponsorship now or in the future.
Preferred Qualifications:
* Experience managing third-party vendors and external consultants, including coordination of deliverables and service expectations.
* Experience monitoring ticket queues, application metrics, and operational KPIs to identify and implement continuous process improvements.
* Experience operating within a delivery model where teams align to a single customer or service focal point to support consistent ownership and communication.
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 [1] www.infor.com
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Our Values
At Infor, we strive for an environment that is founded on a business philosophy called [1] 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 [2] FAQ section.
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1. http://https//www.kochind.com/about/business\-philosophy
2. https://www.infor.com/about/careers/faq
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