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Inivos

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

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.

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
ERP Application SupportIFS ApplicationsITIL Incident ManagementITIL Problem ManagementITIL Change ManagementITIL Release ManagementRoot Cause AnalysisService Improvement InitiativesKPI DefinitionSLA Management
Soft Skills
LeadershipCommunicationMentoringCustomer Relationship ManagementCollaboration