Program and Enablement Lead at IFS NORTH AMERICA INC

Tokyo, , Japan -

Full Time

Start Date

Immediate

Expiry Date

15 Jun, 26

Salary

0.0

Posted On

17 Mar, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Program Management, Service Readiness, Go-To-Operations Framework, Global Rollouts, Change Governance, Enablement, Service Quality, CSAT Analysis, KPI Auditing, Operational Telemetry, Stakeholder Coordination, Product Upgrades, Testing and Validation, Knowledge Transfer, Root Cause Analysis, Training Development

Industry

Software Development

Description

Company Description IFS is a billion-dollar revenue company with 7000+ employees on all continents. We deliver award-winning enterprise software solutions through the use of embedded digital innovation and a single cloud-based platform to help businesses be their best when it really matters–at the Moment of Service™. 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 accept that there are so many different perspectives in this world. 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. Job Description Own the end‑to‑end service readiness of new and evolving IFS products/services via the Go‑To‑Operations (GTO) framework and lead global rollouts across the supported customer base. Drive cross‑functional 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 ad‑hoc 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, follow‑up, 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 root‑cause analysis (RCA) on recurring service issues and recommend corrective and preventive actions. Lead continual service improvement (CSI) initiatives, including drills, scenario-based training, and role‑play exercises (e.g., Incident Management Drills) to elevate service maturity. Training & Development Design and develop training modules, quality guidelines, and role‑play 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. 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. If you want to change the status quo, we'll help you make your moment. Join Team Purple. Join IFS. IFS Referral Bonus Code: SH Job Location: On site

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Responsibilities

This role is responsible for owning the end-to-end service readiness of new and evolving products using the Go-To-Operations framework and leading global rollouts, while driving cross-functional planning and change governance to meet service quality criteria. The lead will also translate operational data insights from CSAT/VoC and audits into prioritized improvements to enhance reliability and reduce overhead.