Project Manager

Own the end-to-end service readiness of new and evolving IFS products/services via the Go To Operations (GTO) framework and lead global rollouts across the supported customer base. Drive cross-functional planning, change governance, enablement, and measurable service quality ensuring Minimum Acceptance Criteria (MAC), risk controls, and customer impact safeguards are met. Translate insights from CSAT/VoC, SLA/KPI audits, and operational telemetry into prioritized improvements that raise reliability and reduce operational overhead. Coordinate and liaise with stakeholders across the IFS Unified Support Service Operations organization to plan and execute recurring and ad hoc maintenance activities for supported customers. Coordinate and support planning for product and service upgrades, migrations, and rollout activities across the customer base. Serve as the single point of contact for all Global Rollout–related activities. Support support staff participation in testing and validation activities for new, major, and minor releases issued by the IFS R&D organization. Manage team participation in knowledge transfer (KT) sessions and readiness programs for new products and services. Collect, analyze, and interpret customer feedback, CSAT scores, smiley cases, and other quality-related data to provide actionable recommendations. Develop dashboards and reporting mechanisms to communicate quality performance metrics to leadership and relevant stakeholders. Work with process owners and support teams to identify workflow optimization opportunities and eliminate operational inefficiencies. Facilitate root cause analysis (RCA) on recurring service issues and recommend corrective and preventive actions. Lead continual service improvement (CSI) initiatives, including drills, scenario-based training, and roleplay exercises (e.g., Incident Management Drills) to elevate service maturity. Act as a liaison between internal IFS teams to ensure alignment, operational coherence, and consistency in service delivery for supported customers. Lead structured feedback loops to incorporate team and customer insights into the Quality & Excellence Program’s continuous improvement processes.