About the role
A Typical Day in the Life Includes:
Technical Leadership
- Provide technical leadership and direction to the LN Technical team.
- Guide the team on LN development, extensions, customizations, and related technical requirements.
- Act as an escalation point for complex LN technical issues and support the team in determining appropriate solutions.
- Use strong LN product knowledge to support technical decisions, delivery planning, and team management.
- Provide guidance on LN integrations; deep integration expertise is not mandatory, but the candidate should possess sufficient knowledge to guide the team and coordinate issue resolution.
- Review proposed technical solutions and ensure they meet customer, quality, and delivery expectations.
- Work with functional, consulting, delivery, and third-party teams to resolve complex customer requirements.
- Promote the adoption of Infor technical standards, best practices, tools, and delivery processes.
- Ensure technical documentation and knowledge-management repositories are maintained and regularly updated.
Operational and Delivery Management
- Set and communicate clear team goals, priorities, deadlines, and expectations based on established KPIs.
- Delegate work and distribute workload effectively across team members.
- Monitor delivery performance, work quality, SLA compliance, and relevant operational metrics.
- Support team members in the effective execution of IMS contracts.
- Coordinate technical activities and priorities across the portfolio of Global IMS customers.
- Provide leadership during critical customer situations and ensure appropriate prioritization and escalation management.
- Drive continuous-improvement initiatives to enhance delivery quality, operational consistency, and customer satisfaction.
- Conduct regular team meetings to discuss delivery progress, upcoming work, risks, best practices, and expectations.
- Work with senior management on the team’s vision, operating model, capability development, and delivery strategy.
- Lead and coordinate extended delivery teams, including consulting groups and third-party resources where applicable.
People and Resource Management
- Lead, support, motivate, and empower members of the LN Technical team.
- Provide coaching and mentoring to help employees achieve individual and team objectives.
- Create and maintain individual development plans for team members.
- Identify skill gaps and training needs and support the development of relevant technical and leadership capabilities.
- Perform quality checks and provide constructive feedback to team members.
- Recruit, select, onboard, and integrate new employees into the team.
- Help new team members become operational within expected onboarding timelines.
- Recognize high performance and acknowledge individual and team accomplishments.
- Build a professional and collaborative team culture based on open communication, mutual respect, knowledge sharing, and accountability.
- Suggest and organize team-building and employee-engagement activities.
Customer and Stakeholder Management
- Serve as a key technical and operational point of contact for customer and internal stakeholder discussions.
- Respond to customer-management inquiries and handle escalations or complaints professionally.
- Coordinate technical guidance, priorities, delivery activities, and resources for critical customer situations.
- Build effective working relationships with customers and internal delivery teams across APAC, EMEA, and AMER.
- Communicate technical issues and recommended solutions clearly to technical and non-technical stakeholders.
- Collaborate with relevant Infor teams to ensure coordinated execution of IMS customer commitments.
- Approximately 15 years of relevant professional experience.
- Strong hands-on technical experience with Infor LN.
- Demonstrated experience in LN development, extensions, and customizations.
- Working knowledge of LN integrations, with the ability to guide team members and coordinate technical issue resolution.
- Strong understanding of the Infor LN product and its technical capabilities.
- Experience leading and managing a technical team.
- Demonstrated people-management experience, including coaching, mentoring, delegation, performance support, and team development.
- Experience handling technical escalations and supporting complex customer requirements.
- Strong communication and stakeholder-management skills.
- Ability to manage multiple priorities in an SLA-driven service-delivery environment.
- Ability to collaborate with functional, consulting, delivery, and third-party teams.
- Willingness and ability to work from the Hyderabad office under the IMS hybrid working model.
- Flexibility to work a nine-hour schedule extending up to approximately 11:00 or 11:30 p.m., based on the agreed shift and business requirements.
Preferred Qualifications:
- Experience working in an IMS, managed-services, production-support, or SLA-based delivery environment.
- Experience executing or overseeing IMS customer contracts.
- Experience supporting a large, geographically distributed customer portfolio.
- Experience working with customers and stakeholders across APAC, EMEA, and AMER.
- Broad Infor LN product and functional-process understanding in addition to technical expertise.
- Strong understanding of delivery processes, quality controls, service metrics, and customer-satisfaction measures.
- Experience leading continuous-improvement initiatives for technical support or managed-service delivery.
- Experience coordinating across LN technical, functional, consulting, and third-party teams.
- Experience with customer escalation management and senior stakeholder communication.
- Experience recruiting, onboarding, coaching, and developing technical professionals.
- Relevant Infor LN technical or product certifications, where available.
- Strong leadership presence, adaptability, and the ability to operate effectively across technical, operational, and people-management responsibilities.