Support Manager – IFS ERP

Inivos

Manager overseeing IFS ERP application support operations, leading teams, and enhancing customer experience. Working with a recognized global enterprise solution provider based in Sri Lanka.

Posted 7/7/2026full-timeColombo • 🇱🇰 Sri LankaSeniorLeadWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in IFS ERP application support, with a strong focus on ITIL best practices, stakeholder management, and team leadership. Proven ability to enhance support operations through continuous improvement initiatives and effective communication with global customers.

Highest-signal resume keywords

IFS Applications ManagementITIL-Based Support ProcessesStakeholder ManagementTeam LeadershipERP Application Support

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

ERP Application SupportIFS ApplicationsITIL Incident ManagementITIL Problem ManagementITIL Change ManagementITIL Release ManagementRoot Cause AnalysisService Improvement InitiativesKPI DefinitionSLA Management

Soft Skills

LeadershipCommunicationMentoringCustomer Relationship ManagementCollaboration

Tools & Technologies

IFS CloudSupport Metrics MonitoringManagement Reporting

Industry Keywords

FinanceSupply ChainManufacturingMaintenanceProjectsGovernance Standards

Tech Stack

Tools & technologies

CloudERP

About the role

Key responsibilities & impact

Own and manage overall IFS ERP application support operations across all support customers and environments.
Lead, mentor, and develop L2/L3 support teams, ensuring strong technical capability and domain knowledge.
Define and govern support processes, KPIs, SLAs, OLAs, and escalation models.
Act as the senior escalation point for critical incidents, major issues, and customer concerns.
Ensure timely incident resolution, root cause analysis, and preventive actions to minimize recurrence.
Drive continuous service improvement initiatives to enhance support efficiency and customer experience.
Collaborate closely with delivery, implementation, cloud, and infrastructure teams for smooth handovers and stable operations.
Manage change requests, minor enhancements, patches, and upgrades in coordination with customers and internal teams.
Ensure compliance with ITIL best practices, security policies, and organizational governance standards.
Monitor support metrics, prepare management reports, and present service performance to internal leadership and customers.
Support presales and transition activities by contributing to support models, effort estimations, and proposals.
Build long-term customer relationships and act as a trusted advisor for IFS application support matters.

Requirements

What you’ll need

- Bachelor's degree in finance or any relevant discipline.
- 7+ years of experience in ERP application support.
- Atleast 2 years in a managerial or leadership role.
- Strong hands-on and managerial experience with IFS Applications (IFS Cloud preferred).
- In-depth understanding of IFS finance functional area is a must.
- Experience in Supply Chain, Manufacturing, Maintenance, or Projects modules would be an added advantage.
- Strong knowledge of ITIL-based support processes (Incident, Problem, Change, Release Management).
- Proven experience managing enterprise customers, SLAs, and high-pressure support environments.
- Excellent stakeholder management, communication, and leadership skills.
- Experience working with global customers and distributed teams.
- Ability to balance technical depth with strategic and people management responsibilities

Benefits

Comp & perks

- Competitive compensation.
- Recognition & appreciation.
- Trainings & certifications funded.
- International exposure.
- Open work culture.
- Recreational activities and events.
- Medical claims & insurance upon confirmation.