Business Operations Manager - IT ESM CoE

IFS is a billion-dollar revenue company with 7000+ 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.

We are seeking a strategic and hands-on leader to oversee the development, implementation, and lifecycle management of Enterprise Service Management (ESM) applications, primarily focusing on ServiceNow and Atlassian platforms. The ideal candidate will be responsible for aligning technology solutions with business needs, driving process improvements, and leading a high-performing team of technical experts and business analysts.

Key Responsibilities:

• Platform Ownership:
  Oversee the full lifecycle of ESM platforms, including ServiceNow and Atlassian, ensuring their alignment with business goals and service excellence standards.
• Strategic Collaboration:
  Partner with management and key stakeholders to define and prioritize business needs, ensuring platforms evolve in line with organizational goals.
• Team Leadership:
  Lead, mentor, and develop a diverse team of technical professionals including software engineers/consultants and business analysts, fostering a culture of innovation, collaboration, and continuous improvement.
• Project Management:
  Define and manage project plans, budgets, and timelines, ensuring on-time delivery of ESM initiatives with measurable impact.
• Stakeholder & Vendor Management:
  Build and maintain strong relationships with stakeholders and external suppliers to support service delivery and optimize value from vendor engagements.
• Cross-Functional Coordination:
  Facilitate effective communication and collaboration across internal departments to drive integration and consistency in service management practices.
• Scrum Partnership:
  Work closely with the Scrum Master to ensure agile practices are effectively applied and continuously improved.
• Process Optimization:
  Analyze and enhance operational processes to improve user experience, streamline workflows, and ensure platform scalability and efficiency.
• Risk & Compliance Management:
  Identify risks related to ESM services and implement proactive measures to mitigate disruptions, ensuring business continuity and compliance with relevant standards.
• Performance Monitoring:
  Analyze service performance and capacity metrics to ensure optimal system health and responsiveness.
• Release & Maintenance Oversight:
  Overlook and supervise routine system maintenance, upgrades, and releases across supported platforms.
• Documentation Management:
  Ensure up-to-date, comprehensive documentation of processes, configurations, and services within the ESM portfolio.

To be successful you will have:

Required:

• A Bachelor's degree in Information Technology, Business Administration, Computer Science, or a related field is required.
• A postgraduate qualification (MBA or relevant Master’s degree) is considered an advantage.

Experience:

• Minimum of 7 years of relevant experience in a similar role including managing business operations, IT service management, or enterprise platform management.
• At least 3 years of proven experience in managing high-performing teams, including workload distribution, coaching, and conducting performance reviews.
• Hands-on experience with ServiceNow and Atlassian platforms (e.g., Jira, Confluence), with a track record of platform ownership and optimization.
• Demonstrated success in leading cross-functional projects in an agile environment (Agile Project Management and Scrum Master experience preferred).
• Strong background in vendor management, process improvement, and stakeholder engagement.

Competencies:

• Outstanding leadership and organizational skills; Excellent communication skills; Excellent problem-solving and conflict management ability; Ability to prioritize and multi-task; Proven ability to manage and execute projects, Experience in drafting and supporting client proposals, consulting skills beneficial

Leadership & Management Skills:

Core Management Skills:

• Manage day-to-ay operations, workload distribution, and the performance of direct reports to ensure seamless service delivery.
• Conduct regular one-on-one meetings, performance reviews, and career development discussions to support employee growth and engagement.
• Address team issues proactively while ensuring alignment with organizational goals and values.
• Provide coaching, guidance, and support to enhance individual and team productivity.
• Ensure compliance with HR policies including managing leave, training needs, and initiating performance improvement plans when necessary.

Soft Skills:

• Communication Skills: Clearly convey expectations, provide timely feedback, and maintain open lines of communication with team members and stakeholders.
• Coaching and Mentoring: Offer guidance and support to help team members grow in their roles and careers.
• Problem Solving: Tackle challenges thoughtfully and efficiently, balancing team dynamics, performance needs, and business priorities.
• Accountability: Take ownership of team deliverables and cultivate a results-oriented culture.
• Time Management and Organization: Balance multiple responsibilities effectively, supporting both team productivity and personal leadership tasks.
• Empathy: Demonstrate emotional intelligence in understanding and responding to the needs of team members.
• Leadership and Influence: Inspire and guide teams toward achieving shared goals while modeling values and integrity.
• Conflict Management: Address and resolve interpersonal issues constructively to promote a respectful and collaborative environment.
• Decision Support: Provide strategic input based on team performance and frontline insights to support business decisions. Make timely, people-conscious decisions aligned with organizational impact.

We embrace flexibility and hybrid work opportunities to support diverse needs and lifestyles, while also valuing inclusive workplace experiences. By fostering a sense of community, we drive innovation, strengthen connections, and nurture belonging. Our commitment ensures you can work in a way that suits you best, while also engaging with colleagues to share ideas and build meaningful relationships.