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Build Place Services Manager



Colombo, Sri Lanka
Posted on Friday, May 31, 2024

Company Description

IFS is a billion-dollar revenue company with 6000+ employees on all continents. Our leading AI technology is the backbone of our award-winning enterprise software solutions, enabling our customers to be their best when it really matters–at the Moment of Service™. Our commitment to internal AI adoption has allowed us to stay at the forefront of technological advancements, ensuring our colleagues can unlock their creativity and productivity, and our solutions are always cutting-edge.

At IFS, we’re flexible, we’re innovative, and we’re focused not only on how we can engage with our customers but on how we can make a real change and have a worldwide impact. We help solve some of society’s greatest challenges, fostering a better future through our agility, collaboration, and trust.

We celebrate diversity and understand our responsibility to reflect the diverse world we work in. We are committed to promoting an inclusive workforce that fully represents the many different cultures, backgrounds, and viewpoints of our customers, our partners, and our communities. As a truly international company serving people from around the globe, we realize that our success is tantamount to the respect we have for those different points of view.

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.

We’re looking for innovative and original thinkers to work in an environment where you can #MakeYourMoment so that we can help others make theirs. With the power of our AI-driven solutions, we empower our team to change the status quo and make a real difference.

If you want to change the status quo, we’ll help you make your moment. Join Team Purple. Join IFS.

Job Description

Sitting within the extended Unified Support Management Team and reporting to a Unified Support Director, this role will have global responsibilities for leading and developing Build Place Services for IFS’ Cloud functions within the Deployment vertical. This new service provides a framework for customers to build and on-board robust, compliant custom code and a pathway to get help to maintain their solution and support an Evergreen set up.

This role requires a leader with both strategic and operational accountability. The ability to build a team from stage 0 to a fully operational service that can meet high-growth objectives whilst maintaining high-levels of customer satisfaction, cost control and profitability.

The individual must be knowledgeable and able to coach and guide team members and build high quality teams from both an IT and business perspective, with particular focus on coding principles and service profitability. Responsibilities apply to operational delivery of the service, including capacity and shift planning, scheduling and quality control, as well as continuous improvement and preparing for the future.

Commercial and business acumen is a must, and, on-boarding high volumes of customers, in relatively short spaces of time, will be a reality. This role (and the individuals within the teams) will be required to learn, adapt, optimise and innovate as a matter of course.

The successful candidate will be trusted to make decisions in the best interests of customers, IFS and our partners while having direct line management responsibilities. They will be expected to collaborate with a wide range of business stakeholder groups, including: R&D, GCS Sales & Commercial, Global Customer Delivery, Global Customer Success and the wider Unified Support organisation to further implement strategies and drive a common vision, mission and purpose, as well as complying with administrative, financial, legal and regulatory frameworks

Everchanging nature of high criticality assignments coupled with collaboration within Unified Support and outside as well as opportunities to develop valuable skills that can enhance your career.

Primary scope

  • The accountable business stakeholder for delivering the Custom Code Management services
  • Will be integral in the launch, on-boarding and ongoing operations of the services
  • Will own a matrix P&L to ensure a sustainable revenue stream and good control of budgets
  • Thought leadership and able to envisage service-orientated business models
  • Pragmatic and objective decision making
  • A strategic advisor to our local and regional field teams and other global functions
  • Able to prioritize and manage expectations
  • Operate at both a high-level and be able to understand details such as process design, decision making matrices, practical limitations
  • Proactively innovate the services offerings and positively react to feedback from the business and customers
  • Participate in multi-disciplinary leadership team panels
  • Understand industry and regulatory compliance and navigate this complexity
  • Drive demonstrable high performance across the delivery teams, with a win as one approach, and high output in line with customer expectations and agreed KPI’s
  • Effective people management, hiring, on-boarding, developing, coaching and conducting normalised appraisals of their team members, this being achieved with local relevance but within a global approach using a common template
  • Participate in global customer services product offering review boards as a critical stakeholder for the custom code services, and a stakeholder for selected other offerings within IFS portfolio
  • Establish a climate of trust that facilitates open and candid communication.
  • Collaborate with managers across the organization, discuss matters of mutual importance, and learn from each other’s experience.
  • Contributing to the formulation, improvement and execution of the strategies and vision of the Unified Support Operation
  • Line management responsibility for a team working in a rotating shift pattern
  • Effectively manage customer communication and expectations and
  • Set the organisational standard for customer engagement

Essential duties and accountabilities

As Build Place Services Manager you will be responsible for managing the daily operations of relevant functions, managing your team, representing the team to stakeholders, and helping to ensure that your team is constantly developing their skills. You will be trusted to handle the needs of the business function independently as well as contributing to the wider business management team proactively and demonstrating thought leadership.A successful candidate will demonstrate:

  • Experience leading high performance delivery teams
  • A background in both business and IT, particularly development disciplines
  • People management skills
  • Can evidence strategic planning capabilities and the positive outcomes for the organisation
  • Building and growing business functions
  • Degree level qualifications or equivalent
  • Comfortable working in global teams and across time zones in a 24x7 shift rotation
  • Strong verbal (English language) and written communication
  • High emotional intelligence and the ability to handle challenging situations
  • Open to infrequent but short notice travel as required
  • Ability to balance and plan the short-term actions of the team
  • A continuous interest to keep abreast of industry trends and practices to effectively lead the strategic vision and long-term direction of the service
  • The commitment to ensure that all processes used by the vertical are thoroughly documented and continually improved and
  • A proven ability to manage time effectively while setting the tone of the team through role modelling and leadership.


Required education & experience:

  • Experience as a manager is essential
  • Experience using ServiceNow or equivalent product operated to ITIL convention is a must
  • Adoption of agile development techniques is required
  • Use of industry grade tooling such as Jira and Boomi is vital
  • Knowledge of IFS processes including but not limited to Unified Support, Build Place Management and CRIM development is a strong advantage
  • Direct engagement in the IFS ecosystem is important
  • ITIL v3/4 knowledge is a bonus and certification welcome

Overall required competence:

  • fluent interpersonal and communication skills in the English language;
  • the ability to work well with others regardless of function or seniority;
  • accepting of responsibility, accountability, and ownership;
  • commitment to deadlines;
  • a strong ability to be pragmatic, structured, forward-thinking, and dependable;
  • calmness under pressure;
  • leading by example and setting the tone;
  • understanding other parties’ needs and balancing stakeholders;
  • managing own time, and that of a team, efficiently and effectively;
  • ability to bring teams and individuals together to achieve common goals and motivate work in international, multi-discipline, cross-functional teams;
  • problem-solving skills and the ability to change approach based on information gathered during the process;
  • ability to steer and motivate a team of individuals to deliver, both when working physically together and remotely;
  • strong organizational skills and ability to multi-task; and
  • a natural ability to live the IFS Corporate values of Agile, Collaborative, Trustworthy

Additional Information

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.