Lead Project Manager

Own the endtoend 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. 

Key Responsibilities 

Global Rollouts 

• Coordinate and liaise with stakeholders across the IFS Unified Support Service Operations organization to plan and execute recurring and adhoc 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. 

Service Readiness – Go To Operation (GTO) 

• Coordinate and guide support staff to participate 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. 

• Act as the single point of contact for all GTO-related activities. 

Data Analysis & Reporting 

• 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. 

• Collaborate with data teams to enhance analytical methods and ensure accuracy and consistency of quality monitoring datasets. 

Process Improvement 

• Work with process owners and support teams to identify workflow optimization opportunities and eliminate operational inefficiencies. 

• Facilitate rootcause 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. 

Stakeholder Collaboration 

• 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.

Department: Other
Function: Training
Experience Level: Mid-Senior Level