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.

About the Role/ The Opportunity:

Your main role will be to plan and track the onboarding and execution of bulk infrastructure changes on the production systems behind all Sitecore SAAS offerings.  Where these changes have customer impact, you will also need to create and publish appropriate maintenance communication for these customers.  ServiceNow is being used both to track and communicate about change.

You will be coached by and reporting to the Senior Director of Global SaaS Operations in this role.

You will collaborate with global Delivery Managers and other colleagues from the SAAS operations team, as well as with colleagues from product and platform engineering.

As a member of the team providing Sitecore’s global 24/7 coverage, your work hours and schedule may vary according to the company’s needs and in compliance with local legal requirements, and you may be required to work hours or shifts outside your regular schedule. You will be paid any overtime or additional compensation or offered time off in lieu, to which you may be entitled based on your work hours, in accordance with applicable law and company policy.

What You’ll Do:

• Create and track program and project plannings based on the changes to be executed and the capacity available to execute these changes
• Work with regional Delivery Managers to get the planning executed
• Facilitate project execution with engineering teams and engineering project management office, play a proactive role in deblocking project execution
• Communicate change progress to internal project stakeholders
• Compose maintenance communication where required
• Publish and send maintenance communication to global customer base
• Build ServiceNow or PowerBI dashboards to track project progress
• Align with SaaS Operations Change Manager and engineering teams to avoid change conflicts

What You Need to Succeed

• Practical experience and proven track record with both waterfall and agile project delivery methodologies. Deep understanding of the link between scope, capacity and timeline.  Awareness of critical path towards project resolution.
• Be able to track program and project progress without standing in the way of the executing team.  Be able to facilitate and work with the executing team. Do not be a wisecrack.
• Be able to compose clear and concise customer communications that consider customer sensitivities
• Hands-on experience with ITSM tools like Jira Service Desk, Service Now, etc.
• Familiarity with ITIL framework
• Enough technical knowledge about Azure and/or AWS cloud technologies, containerization and microservices technologies, infrastructure automation frameworks like Ansible and Terraform to assess how they could impact project progress
• Experience in internal stakeholder management
• Able to cope with and sensitive to the pressure of a customer driven operational infrastructure team
• Prioritizing customer success above everything else
• Proactive troubleshooter rather than checkbox manager
• Independent and out of the box problem solving and troubleshooting skills
• Excellent written and spoken knowledge of English
• Be a team player
• Attention to detail

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. #Li-Hybrid