Support Manager (Sri Lanka)

About Platned

Platned is a rapidly expanding Enterprise Services company headquartered in the UK with a growing global presence. We are business transformation specialists, helping organisations maximise their investment in the world-class IFS product suite through comprehensive implementation, consultancy, and managed services.
We are seeking an experienced Support Manager to lead and develop our IFS support services operation.

Role Overview

The Support Manager is fully accountable for the successful operation and performance of Platned’s global ERP support services function. This includes ownership of service delivery, customer satisfaction, SLA achievement, operational performance, team leadership, resource utilization, financial performance, and continuous service improvement. The role serves as the primary operational leader for support services, ensuring exceptional customer outcomes while contributing to the growth, profitability, and strategic development of the business.

Key Responsibilities

Service Delivery Management:

• Ensure the successful delivery of support requests to clients, meeting or exceeding service level agreements (SLAs).
• Monitor service performance, identify areas for improvement, and implement corrective actions.
• Ensure support services are delivered efficiently while maximizing resource utilization and maintaining agreed service quality and profitability targets.
• Ensure customer support requests, service activities, upgrades, and maintenance engagements are planned and delivered in accordance with agreed service commitments.
• Ensure support activities comply with customer security requirements, data protection standards, and internal governance policies.
• Escalate delivery failures to senior management promptly.
• Proactively identify potential SLA or delivery breaches and implement appropriate preventive actions.

Incident & Escalation Management

• Act as the primary escalation point for critical customer issues and service disruptions.
• Lead major incident management activities and ensure timely resolution.
• Conduct root cause analysis and ensure corrective and preventive actions are implemented.
• Communicate effectively with customers and senior management during major incidents.

Reporting and Analysis:

• Ensure established SLAs, available capacity, and performance are captured, validated, and reported.
• Analyze data to identify trends, challenges, and opportunities for enhancement.

Resource & Capacity Management

• Forecast resource demand and capacity requirements.
• Ensure optimum allocation and utilization of support consultants.
• Work with Resource Management to address skill and capacity gaps.
• Support recruitment, succession planning, and workforce growth initiatives.

Training and Development:

• Identify training needs for team members and provide opportunities for professional development.
• Ensure the team is equipped with the necessary skills and knowledge to support clients effectively.

Governance, Risk & Compliance

• Ensure compliance with internal policies, customer obligations, security requirements, and quality standards.
• Support ISO27001 and other compliance initiatives.
• Identify and mitigate operational and delivery risks.
• Participate in internal and external audits as required.
• Process Optimization:
• Develop and implement best practices and standard operating procedures to enhance service delivery efficiency.
• Continuously assess and refine processes to improve operational effectiveness.

Strategic Leadership

• Develop and execute the support services strategy aligned with business objectives.
• Drive continuous improvement initiatives to enhance customer satisfaction, service quality, and operational efficiency.
• Contribute to organizational planning and growth initiatives.
• Collaborate with senior leadership to scale support operations.

Client Relationship Management:

• Serve as the primary point of contact for clients, maintaining strong relationships and ensuring satisfaction.
• Conduct regular check-ins and reviews with clients to discuss performance, address concerns, and identify opportunities for growth.

Team Leadership:

• Lead and mentor a team of professionals, fostering a culture of collaboration and continuous improvement.
• Set performance goals, conduct evaluations, and provide ongoing feedback.

Knowledge, Skills & Abilities

• Bachelor’s degree in Information Technology, Computer Science, Business Management, Engineering, or a related discipline.
• Experience supporting ERP solutions such as IFS, SAP, Oracle, Microsoft Dynamics, Infor, or similar enterprise platforms is preferred.
• ITIL certification or strong practical knowledge of IT Service Management frameworks is preferred.
• 5+ years of experience in managed services, ERP support, or IT service delivery, with at least 2 years of experience in a team leadership or supervisory role.
• Excellent customer relationship management skills with the ability to build trust and credibility with senior customer stakeholders.
• Strong stakeholder management skills, with the ability to work effectively with consulting, sales, resource management, technical, finance, and senior leadership teams.
• Ability to conduct service reviews, present performance insights, manage expectations, and influence decisions.
• Strong communication, negotiation, presentation, and interpersonal skills.
• Ability to manage support delivery within agreed budgets, resource plans, and profitability expectations.
• Strong focus on customer retention, service growth, upselling, and cross-selling opportunities.
• Ability to analyze operational data, identify trends, manage risks, and drive improvement actions.
• Strong planning, prioritization, decision-making, and problem-solving skills.
• Customer-focused, accountable, proactive, and solution-oriented.
• Able to work in a fast-paced global environment with multiple priorities and deadlines.
• Strong ownership mindset with the ability to drive outcomes independently.
• Culturally sensitive and able to work effectively with international customers and teams.
• Demonstrates Platned values and acts as a positive role model for the organization.

What We Offer

• High-Growth Environment: Join a company scaling rapidly across global markets.
• IFS-Focused: Work exclusively with best-in-class IFS technology.
• Competitive Package: Attractive salary, commission structure & benefits.
• Career Development: Clear progression as we expand our global footprint.

How to Apply

If you are an experienced Support Manager ready to make a meaningful impact in a high-growth global company, we would love to hear from you.

Submit your CV via the Platned Careers Portal or email directly to careers@platned.com.

Due to our continued success and rapid growth, interviews will be conducted promptly and decisions made within a short timeframe.