We are looking for a Program Manager based in Sri Lanka to join the Engineering Excellence Team in R&D.
The Engineering Excellence team drives the continuous improvement and governance of product management & engineering practices of the R&D organization of more than 1200 people.
Reporting to the Head of Engineering Excellence within R&D, you will be leading and driving the customer support process from an R&D perspective and helping to facilitate a world-class customer support experience. You will work closely with leads of our 7-Stages Development Process methodology, R&D product group leads, Unified Support organization leads, and tooling teams to continuously improve how we handle customer reported issues.
The ideal candidate will be able to work collaboratively with cross-functional teams, provide guidance and direction to team members, and have excellent communication and organizational skills. He or she would be excellent at managing change and have a proven ability to prioritize, negotiate, and resolve conflicts.
This is a full-time role with the opportunity to work with a diverse team globally.
Essential Duties and Accountabilities
Develop a diverse and continuous platform for engagement including fixed and flexible interactions and manage the organizational aspects of this wide range of engagement.
Establish Product Management relationships to support their engagement requirements in line with the central platform.
Establish stakeholder relationships to provide alignment with other IFS engagements.
Develop a consistent and clear mechanism for engagement feedback to align with the broader product planning process.
Lead and ensure successful delivery of support process initiatives
Drive continuous improvements and streamline support related processes, systems and data analytics
Coordinate with cross-functional teams and ensure alignment
Identify training gaps, develop guidelines and run training sessions
Essential:
3-5 years of leadership or managerial experience in support operations or related field.
Ability to understand customer and internal challenges, needs, and the opportunities that lies herein.
Professional qualifications in project management would be an advantage.
Excellent communication, presentation, and negotiation skills.
Ability to make sound decisions, prioritize effectively and garner stakeholder support.
Ability to stay focused, goal-driven and provide leadership in ambiguous situations.
Knowledge of agile practices is an advantage.
Proficiency in ServiceNow, Jira and/or Confluence is an advantage.
Interviews and selections are being made continuously. If you are interested, please apply as soon as possible.
As a step in our recruitment process, all final candidates will undergo a background check, to get us an understanding of our future employees.
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.
