# Manager - Support (IFS ERP)

> Inivos · Colombo, Sri Lanka (Hybrid) · Full-time · Posted 2026-07-07

**Workplace:** hybrid

**Department:** ICSL - Support Consultancy

## Description

Inivos is a globally recognized Enterprise Solution provider and authorized IFS Channel and Services partner. Our dedicated team of consultants, developers, and quality engineers has set new standards across multiple industry verticals, achieving remarkable business success. Within just six years, we've established a strong client base across 8+ continents, demonstrating our leadership in innovative solutions.

-   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

-   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

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

## Apply

[Apply at Inivos](https://apply.workable.com/inivos/j/238011135A/apply)

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