Sapphire

About Sapphire

Based in the UK, USA, Argentina, India, Mexico and the Philippines, Sapphire Systems has the largest Infor SunSystems practice in the world. We are looking for a new manager to join this successful, expanding team. This is a great opportunity for someone currently working in this arena who wants to grow their career. Overview: The Infor Support Manager is responsible for the day to day leadership and management of the Infor Support Consultants across the group. He/she ensures the customer experience of the Sapphire base is excellent. Monitoring al their support ticket management and guaranteeing that core business processes are communicated across the team. The Infor Support Manager is the first point of contact for all internal and external incident escalations and will work in conjunction with all other Sapphire Department Team Leaders and Managers. Key Responsibilities: Be the first point of contact of escalation for all members of the Infor Support Team based in the UK, Mumbai and Manila for all customer issues.Management of team staffing levels, coverage and knowledge. Identifying individual team member knowledge and skills gaps and arrange subsequent appropriate training and mentoring Liaise closely with the Global Application, Technical and Development Support Teams to ensure the teams do not behave and work in silos. Document Support procedures and processes regarding best practise support delivery and roll these out to all team members and the wider audience Create an environment that empowers people to reach their full potential and promotes the importance of a customer service culture within the team Setting a high bar of customer engagement standards to be emulated by all team members Stay up to date with current software versions. Ensuring a full grasp of all new functionality to ensure best in class service delivery. Ensure you always embody the 5 Sapphire Values at all times – Excellence, Innovation, Honesty, Collaboration and Empowerment. What You Can Expect From Us: Work alongside some of the industry's most successful commercial and technical talent who love to collaborate and share ideas. Strong values and company identity with a real passion for employee and client satisfaction A modern, flexible working environment and approach, including: Competitive salary Bonus scheme Company pension scheme Day off for your birthday Subsidised gym membership Free fruit Wellness programme Cycle to work scheme Season ticket loan Employee and family counselling scheme Beer and wine Friday Summer party Christmas party CSR scheme Be the first point of contact of escalation for all members of the Infor Support Team based in the UK, Mumbai and Manila for all customer issues.Management of team staffing levels, coverage and knowledge. Identifying individual team member knowledge and skills gaps and arrange subsequent appropriate training and mentoring Liaise closely with the Global Application, Technical and Development Support Teams to ensure the teams do not behave and work in silos. Document Support procedures and processes regarding best practise support delivery and roll these out to all team members and the wider audience Create an environment that empowers people to reach their full potential and promotes the importance of a customer service culture within the team Setting a high bar of customer engagement standards to be emulated by all team members Stay up to date with current software versions. Ensuring a full grasp of all new functionality to ensure best in class service delivery. Ensure you always embody the 5 Sapphire Values at all times – Excellence, Innovation, Honesty, Collaboration and Empowerment. offered salary for this post is between £60k - £75k a year

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Legal Form: Limited

Company Type: Private

Company Size: 51 - 250

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