Senior Service Delivery Manager

Job Description

The Service Delivery Manager is responsible for advising, guiding and delivering the desired outcome for the Customer/Partner in obtaining the most value out of the IFS Success Service.

This role involves comprehensive service planning from an end-to-end delivery perspective. Additionally, the Service Delivery Manager will proactively advise their respective Customers/Partners to make efficient use of the IFS Success Service, identify opportunities to improve processes, practices, and business adoption, and lead service governance for IFS in partnership with Success Managers and executive stakeholders of the Customer/Partner.

This process forms the foundation for successful engagements, ultimately leading to customer advocacy and value realization for both the Customer/Partner.

Qualifications

A university degree or an equivalent professional qualification

Minimum 10 years experience in Service Delivery function in the IT industry

Familiarity with enterprise software solutions is essential

Understanding of IFS Applications, Field Service Management, Planning & Scheduling Optimization, as well as the delivery of the IFS Service Portfolio, will have an added advantage

Extensive service experience dealing with all levels of the customer/partner organization

Strong leadership skills

Service mindset with good business acumen

Excellent communication and negotiation skills

Ability to speak and write English and Japanese fluently

Good problem-solving and decision-making abilities with good situational awareness

Understand customer contracts and collaborate with IFS Service Teams to deliver services

Ability to work in a fast-paced environment and adapt to changing priorities

Additional Information

We embrace flexibility and hybrid work opportunities to support diverse needs and lifestyles, while also valuing inclusive workplace experiences. By fostering a sense of community, we drive innovation, strengthen connections, and nurture belonging. Our commitment ensures you can work in a way that suits you best, while also engaging with colleagues to share ideas and build meaningful relationships.