Program and Enablement Lead
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Job Location:
Monthly Salary:
Posted on:
5 hours ago
Vacancies:
1 Vacancy
Job Summary
Own the endtoend service readiness of new and evolving IFS products/services via the GoToOperations (GTO) framework and lead global rollouts across the supported customer base. Drive crossfunctional 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.
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.
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.
Quality Monitoring & Auditing
- Perform regular audits of support cases to assess adherence to SLAs KPIs and established service quality standards.
- Evaluate key service quality attributes such as empathy professionalism followup and resolution practices and identify improvement opportunities.
- Review interactions and documentation generate quality insights and report trends that impact customer satisfaction and overall service excellence.
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.
Training & Development
- Design and develop training modules quality guidelines and roleplay scenarios that highlight best practices in customer engagement and case resolution.
- Deliver onboarding and ongoing training sessions to enhance process adherence and service consistency across the support organization.
- Work collaboratively with Unified Support Training and Quality Experience team to continuously refine training content based on evolving customer and operational needs.
Documentation & Knowledge Management
- Maintain and continuously update process documentation quality standards and training materials to ensure clarity and consistency across teams.
- Develop manage and enhance Knowledge Base Articles (KBAs) Runbooks and case handling scenarios specific to managed customer base to support knowledge-sharing and ensure uniformity in service delivery and localization as and when required.
Qualifications :
- 3 years in IT/Software support or services across project/program management quality or business analysis.
- Experience in managing medium to large scale projects quality auditing service improvement and/or customer satisfaction programs.
- Ability to manage multiple tasks simultaneously.
- Demonstrable knowledge of cloud computing services or IT service management methodologies and best practices (preferably via ITIL)
- Experience in modern ticket/service desk tooling such as ServiceNow Jira Service Desk or a similar tool
- Microsoft 365 proficiency: Excel & Word (advanced); PowerPoint Teams SharePoint; basic MS Project.
- English fluency with Strong communication and presentation skills.
- Localization: Experience working with Japanese stakeholders and localizing content to Japanese (preferred).
Additional Information :
Why join IFS By joining our team you will have the opportunity to be part of a global diverse environment; you will be joining a winning team with a commitment to sustainability; and a company where we get things done so that you can make a positive impact on the world.
Were looking for innovative and original thinkers to work in an environment where you can #MakeYourMoment so that we can help others make theirs.
If you want to change the status quo well help you make your moment. Join Team Purple. Join IFS.
Remote Work :
No
Employment Type :
Full-time
Key Skills
- Project Management Methodology
- Project / Program Management
- Program Management
- Management Experience
- Microsoft Powerpoint
- Project Management
- Microsoft Project
- Budgeting
- DoD Experience
- Leadership Experience
- Supervising Experience
- Contracts
About Company
We are growing! At IFS we are constantly growing to deliver award-winning solutions to hundreds of partners and thousands of customers worldwide! We help companies who want to be their best when it matters most at their #momentofservice. Visit https://ifs.link/IzM0px to find out mo ... View more
