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Program Manager (Engineering Excellence)



Colombo, Sri Lanka
Posted on Friday, June 28, 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

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



  • 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.

Additional Information

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.