Senior Manager, Unified Support (EURA) - IT Service Desk Manager

Company Description

IFS is a billion-dollar revenue company with 6000+ employees on all continents. We deliver award-winning enterprise software solutions through the use of embedded digital innovation and a single cloud-based platform to help businesses be their best when it really matters–at the Moment of Service™.

At IFS, we're flexible, we're innovative, and we're focused not only on how we can engage with our customers, but on how we can make a real change and have a worldwide impact. We help solve some of society's greatest challenges, fostering a better future through our agility, collaboration, and trust.

We celebrate diversity and accept that there are so many different perspectives in this world. As a truly international company serving people from around the globe, we realize that our success is tantamount to the respect we have for those different points of view.

By joining our team, you will have the opportunity to be part of a global, diverse environment; you will be joining a winning team with a commitment to sustainability; and a company where we get things done so that you can make a positive impact on the world.

We're looking for innovative and original thinkers to work in an environment where you can #MakeYourMoment so that we can help others make theirs.

If you want to change the status quo, we'll help you make your moment. Join Team Purple. Join IFS.

Job Description

The Unified Support Restricted Industry Manager for EURA is responsible for the successful delivery of all the IFS Unified Support service portfolio offerings to customers within a single, named IFS industry vertical.  These services are all delivered within an ITIL derived service management framework and are operated in ways which are compliant with multiple international standards including ISO27001, ISAE3402 and more.

The role will be an instrumental part of the Unified Support leadership team who are jointly responsible for the support, availability, latency, performance, efficiency, monitoring, and emergency response of our customers services. The role requires service minded, process aware, energetic, detail-oriented individuals who will lead the team to achieve the primary goals of meeting multiple service SLAs, maintaining service SLA availability targets and delivering a high-quality customer experience.

The ideal candidate has a proven track record in service delivery and is a creative thinker, problem solver, teacher, learner, a fantastic leader of people and is motivated by operational service excellence.

Due to the legal and contractual commitments related to the services this role delivers the role has additional mandatory requirements for any individual who applies:

All candidates must be physically resident in a full member state of the European Union as their home location. This Manager position is being sought within Poland.

Duties & Accountabilities

• Operational Duties
  • Ensure Unified Support teams adhere to the EURA customer related restrictions and contract SLAs, as well as constantly assessing potential issues or process improvements required.
  • Be the single, end to end guardian and owner of the EURA customer experience quality for each and every EURA customer, beginning with the EURA customer successfully being provisioned and extending to the end of their services lifecycle.
  • Represent Unified Support in meetings with EURA customers, internal stakeholders, external stakeholders, partners and suppliers.
  • Create and maintain succession plans, capacity plans, business continuity plans and skills distribution models to ensure continuous 24x7x365 delivery of all service commitments within the team to meet the expected EURA service level commitments.
  • Ensure Unified Support EURA teams comply with best security practices and constantly assess potential vulnerabilities and risks.
  • Report upon all relevant EURA service metrics associated with the efficiency and quality of operating the service portfolio which delivers value to our EURA customers.
  • Produce data driven improvement plans to demonstrably increase the efficiency and quality of the services we deliver to our EURA customers.
  • Work with other teams in the IFS business to drive automation in all aspects of the service to drive down cost of operation and drive up both quality of service and EURA customer satisfaction levels.

• People Management
   
  • Ensure all team members of the team have clearly defined and achievable personal and organisational goals and are driven to achieve those goals.
  • Serve as a leader, manager, mentor, knowledge resource, and escalation point for the team members of the industry vertical.
  • Perform ongoing employee performance monitoring & appraisals, in