Director, Unified Support Operations| Copperleaf
Director, Unified Support Operations| Copperleaf
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Job Description
IFS Copperleafs software helps some of the worlds largest firms make better strategic decisions. We have a track record of delivering award-winning industry-changing solutions that enable our clients to build more resilient and sustainable infrastructure.
We currently have an opening for a strategic and operationally savvy Director or Senior Director Unified Support Operations to lead global support excellence for its critical customer solutions. This leadership role is pivotal to ensuring a world-class post-deployment experience for customers leveraging Copperleafs platform.
As a key member of the IFS GCS Copperleaf leadership team you will oversee global teams responsible for delivering high-quality scalable support to our growing customer base. Your mission: enhance service performance reduce friction and drive operational efficiencyall while maintaining top-tier customer satisfaction.
This is an ideal opportunity for a proven leader who can blend strategy with execution and is passionate about scaling customer-centric support organizations.
What Youll Do
Strategic Leadership & Vision
Define and lead the support and cloud operations strategies for IFS Copperleaf aligning team objectives with broader GCS and company goals.
Champion a proactive data-driven support model that evolves with customer and product needs.
Serve as a visible support leader within the IFS Copperleaf organization and across IFS.
Operational Excellence & Service Delivery
Lead global teams to consistently deliver against SLAs OLAs KPIs and CSAT targets.
Ensure continuous performance monitoring and implement scalable improvements to case resolution backlog management and service availability.
Promote intelligent automation process simplification and cross-functional alignment to optimize support workflows.
Stakeholder Engagement & Escalation Management
Build and sustain strategic relationships across GCS R&D Product Consulting and Cloud Operations to accelerate resolution cycles and product feedback loops.
Act as the executive lead during complex or high-risk escalations ensuring rapid and transparent resolution.
Maintain clear timely communication with customers and internal stakeholders during service-impacting events.
People & Talent Leadership
Attract lead and mentor a global team of support professionals with a culture grounded in performance inclusion and continuous learning.
Apply talent frameworks to manage risk develop succession plans and retain high-potential team members.
Foster team accountability and resilience in a dynamic environment with global customers and evolving technologies.
Commercial Oversight & Resource Optimization
Oversee operational budgets and manage support delivery within defined financial parameters.
Identify and execute cost-efficiency strategiesincluding intelligent tooling workforce planning and AI/automation initiativeswithout compromising quality.
Provide regular reporting and insights on support outcomes challenges and innovations to the SVP of GCS and other stakeholders.
Qualifications :
Experience & Skills
10 years of experience leading enterprise support operations or customer success teams in SaaS or hybrid-cloud environments.
Demonstrated success building high-performing teams and delivering support for mission-critical enterprise platforms.
Executive-level stakeholder management experience with a proven ability to influence cross-functional decisions and communicate with C-level customers.
Technical Acumen
Familiarity with the Copperleaf platform or similar decision analytics and investment planning software is an advantage.
Proficient in ITSM platforms (e.g. ServiceNow Jira) cloud environments (Azure AWS) and automation pipelines.
Knowledge of containerization middleware enterprise database environments and CI/CD tooling.
Education & Certifications
Bachelors degree in IT Computer Science Engineering or a related field required; advanced degrees or certifications (MBA PMP ITIL) strongly preferred.
Additional Information :
Pay Range: 00 CAD bonus
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.
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
