Training & Quality Experience Manager - Unified Support

Company Description

IFS is a billion-dollar revenue company with 6000+ employees on all continents. Our leading AI technology is the backbone of our award-winning enterprise software solutions, enabling our customers to be their best when it really matters–at the Moment of Service™. Our commitment to internal AI adoption has allowed us to stay at the forefront of technological advancements, ensuring our colleagues can unlock their creativity and productivity, and our solutions are always cutting-edge.

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 understand our responsibility to reflect the diverse world we work in. We are committed to promoting an inclusive workforce that fully represents the many different cultures, backgrounds, and viewpoints of our customers, our partners, and our communities. 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. With the power of our AI-driven solutions, we empower our team to change the status quo and make a real difference.

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

Job Description

Job Summary

The Training & Quality Experience Manager is responsible for all aspects of talent acquisition, talent development, common process ownership, quality framework and compliance reporting for the Unified Support - Service Operations team. The manager is responsible for a dedicated team of individuals delivering these services and must manage the team's performance and ensure the teams business goals and service standards are maintained.

The ideal candidate has excellent interpersonal and people management skills, along with a drive to expand and enhance the abilities and opportunities of the wider team, all wrapped in a passion to deliver service excellence.

Key Responsibilities:

Operational Duties

Evolve, enhance and quality control our case handling processes,
Evolve, enhance, and audit our quality control processes,
Design, deploy and deliver training and development material for our specific organizational needs,
Maintain and evolve our skills tracking and development tools, program and roadmap,
Expand, enhance, and enforce our rigorous talent acquisition process,
Produce compliance reporting and represent our organization in compliance audits,
Spearhead our activities in the deployment of AI to enhance our case handling and service delivery activities,
Lead our knowledge management and Knowledge Centre Service functions,
Produce data driven suggestions to improve service efficiency and quality,
A strong ability to coordinate and manage all relevant stakeholders including customers, partners and other teams that are involved in or impacting upon the team’s duties,
Understand the strategic vision of Unified Support and shape the team’s long term and short-term directions accordingly,
A continuous interest to keep abreast of industry trends and practices that allows you to effectively lead the strategic vision and long-term direction of the function,
Cost Centre management for their function.

People Management

Effectively manage, develop, and train the team,
Lead a cohesive team across physical and virtual environments,
Ensure all members of the team have clearly defined and achievable personal and organizational goals and are supported to achieve those goals,
Perform employee performance monitoring & appraisals, including initiatives to improve performance,
Facilitate employee welfare activities/events in conjunction with the wider Unified Support team,
Ensure compliance with local/company regulatory and legal requirements,
Ensure all ergonomics and IT facility/equipment requirements of staff are duly addressed,
Identify & organize required training/coaching programs to continually improve and upkeep team performance,
Implement human resource management best practices as per company, organization & industry standards/directives,
Develop and maintain a conducive work environment and a collaborative culture.

Technical Skills

A wide-ranging baseline of technical knowledge covering the core relevant technologies for the IFS product suite will be useful, including:

Cloud based technologies (e.g. App Services, SQL Database, Storage, Redis Cache, etc.)
- Any mainstream Cloud platform provider is acceptable - Azure, AWS, GCP or OCI,
Oracle Database/Middleware, Web Servers, Proxies, Firewalls,
Network architecture technologies and concepts (e.g. vNets, NSGs, VPN, ExpressRoute, SSL/TLS certificates, DNS),
Monitoring Technologies (native Azure monitoring and 3rd party monitoring tools such as Thousand Eyes, Nagios, Prometheus, and others),
Security principles – encryption, authentication, authorization, integrity, auditing, pen-testing, etc. – and how these are applied in a cloud environment,
Understanding of the capabilities of common ITSM platforms such as ServiceNow or Jira ServiceDesk.

Core Competencies

Have fluent interpersonal and communication skills in the English language,
Can collaborate well with others regardless of function or seniority,
Be accepting of responsibility, accountability, and ownership,
Be committed to deadlines,
Have a strong ability to be pragmatic, structured, forward-thinking, and dependable,
Be calm under pressure,
Have a proven ability to manage time effectively while setting the tone of the team through role modelling and leadership,
Have understanding other parties’ needs and balancing stakeholders,
Be managing own time, and that of a team, efficiently and effectively,
Have ability to bring teams and individuals together to achieve common goals and motivate work in international, multi-discipline, cross-functional teams,
Have flexibility to work to deadlines and needs of the role,
Have problem-solving skills and the ability to change approach based on information gathered during the process,
Be able to steer and motivate a team of individuals to deliver, both when working physically together and remotely,
Have strong organizational skills and ability to multi-task,
Have a natural ability to live the IFS Corporate values of Agile, Collaborative, and Trustworthy.

Qualifications

Experience

Mandatory

At least two years’ experience as a manager in enterprise or cloud service delivery is essential,
Experienced in cloud computing services, enterprise IT service delivery, devops or enterprise software support,
Demonstrable knowledge of cloud computing services or IT service management methodologies and best practices (preferably via ITIL),
Demonstrable knowledge of project management in cloud computing services or enterprise IT service delivery (ideally PRINCE2 or PMP),
Experience in modern ticket/service desk tooling such as ServiceNow, Jira Service Desk, or a similar tool,
Experience in common project management platforms such as MS Project, Jira or a similar tool.

Value Add

Highly experienced in a project management capacity with proven record and delivery,
Experience in ITIL, ISO 20000, or a similar service delivery framework,
Prior experience in service desks would be useful in particular:
- Designing and/or implementing ITIL based service desks and their processes,
- Establishing and/or operating 24x7 service desk operations,
- Establishing and/or operating Knowledge management and KCS methodologies in a service desk operation.

Qualifications

Mandatory

A formal qualification (a bachelor's degree or equivalent) in an IT, Business Management, or related discipline.

Value Add

ITIL qualifications,
Vendor provided technical certifications (CCNA, OCP, MCSA, etc.),
Further formal educational qualifications (MBA, Msc, etc.),
Scrum master or PRINCE2/PMP certification.

Working Environment

The role includes flexible working as part of its role,
The role nominally operates in European working hours but flexibility towards working hours is expected due to the global scope of the role and its stakeholders.

Additional Information

We believe that coming together as a community, in person, is important for innovation, connection and fostering a sense of belonging. Our roles have the right balance of remote and in-office working to enable flexibility for managing your life along with ensuring a real connection with your colleagues and the broader IFS community.

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Training & Quality Experience Manager - Unified Support