Team Lead, Cloud Services - (LN Technical IMS Team)

We are seeking an experienced LN Technical Lead to provide technical, operational, and people leadership for the LN Technical team supporting Global IMS customers across APAC, EMEA, and AMER. The selected candidate will lead the LN Technical team and provide expertise in LN development, extensions, customizations, integrations, technical decision-making, and customer escalation management. The successful candidate will combine strong hands-on Infor LN technical knowledge with product understanding, people-management capabilities, effective communication, and the flexibility required to support a globally distributed customer portfolio. The position plays a critical role in maintaining delivery continuity, providing technical direction, prioritizing customer requirements, managing escalations, and strengthening the capability of the LN Technical team.

A Typical Day in the Life Includes:

Technical Leadership

• Provide technical leadership and direction to the LN Technical team.
• Guide the team on LN development, extensions, customizations, and related technical requirements.
• Act as an escalation point for complex LN technical issues and support the team in determining appropriate solutions.
• Use strong LN product knowledge to support technical decisions, delivery planning, and team management.
• Provide guidance on LN integrations; deep integration expertise is not mandatory, but the candidate should possess sufficient knowledge to guide the team and coordinate issue resolution.
• Review proposed technical solutions and ensure they meet customer, quality, and delivery expectations.
• Work with functional, consulting, delivery, and third-party teams to resolve complex customer requirements.
• Promote the adoption of Infor technical standards, best practices, tools, and delivery processes.
• Ensure technical documentation and knowledge-management repositories are maintained and regularly updated.

Operational and Delivery Management

• Set and communicate clear team goals, priorities, deadlines, and expectations based on established KPIs.
• Delegate work and distribute workload effectively across team members.
• Monitor delivery performance, work quality, SLA compliance, and relevant operational metrics.
• Support team members in the effective execution of IMS contracts.
• Coordinate technical activities and priorities across the portfolio of Global IMS customers.
• Provide leadership during critical customer situations and ensure appropriate prioritization and escalation management.
• Drive continuous-improvement initiatives to enhance delivery quality, operational consistency, and customer satisfaction.
• Conduct regular team meetings to discuss delivery progress, upcoming work, risks, best practices, and expectations.
• Work with senior management on the team’s vision, operating model, capability development, and delivery strategy.
• Lead and coordinate extended delivery teams, including consulting groups and third-party resources where applicable.

People and Resource Management

• Lead, support, motivate, and empower members of the LN Technical team.
• Provide coaching and mentoring to help employees achieve individual and team objectives.
• Create and maintain individual development plans for team members.
• Identify skill gaps and training needs and support the development of relevant technical and leadership capabilities.
• Perform quality checks and provide constructive feedback to team members.
• Recruit, select, onboard, and integrate new employees into the team.
• Help new team members become operational within expected onboarding timelines.
• Recognize high performance and acknowledge individual and team accomplishments.
• Build a professional and collaborative team culture based on open communication, mutual respect, knowledge sharing, and accountability.
• Suggest and organize team-building and employee-engagement activities.

Customer and Stakeholder Management

• Serve as a key technical and operational point of contact for customer and internal stakeholder discussions.
• Respond to customer-management inquiries and handle escalations or complaints professionally.
• Coordinate technical guidance, priorities, delivery activities, and resources for critical customer situations.
• Build effective working relationships with customers and internal delivery teams across APAC, EMEA, and AMER.
• Communicate technical issues and recommended solutions clearly to technical and non-technical stakeholders.
• Collaborate with relevant Infor teams to ensure coordinated execution of IMS customer commitments.

Basic Qualifications:

• Approximately 15 years of relevant professional experience.
• Strong hands-on technical experience with Infor LN.
• Demonstrated experience in LN development, extensions, and customizations.
• Working knowledge of LN integrations, with the ability to guide team members and coordinate technical issue resolution.
• Strong understanding of the Infor LN product and its technical capabilities.
• Experience leading and managing a technical team.
• Demonstrated people-management experience, including coaching, mentoring, delegation, performance support, and team development.
• Experience handling technical escalations and supporting complex customer requirements.
• Strong communication and stakeholder-management skills.
• Ability to manage multiple priorities in an SLA-driven service-delivery environment.
• Ability to collaborate with functional, consulting, delivery, and third-party teams.
• Willingness and ability to work from the Hyderabad office under the IMS hybrid working model.
• Flexibility to work a nine-hour schedule extending up to approximately 11:00 or 11:30 p.m., based on the agreed shift and business requirements.

Preferred Qualifications:

• Experience working in an IMS, managed-services, production-support, or SLA-based delivery environment.
• Experience executing or overseeing IMS customer contracts.
• Experience supporting a large, geographically distributed customer portfolio.
• Experience working with customers and stakeholders across APAC, EMEA, and AMER.
• Broad Infor LN product and functional-process understanding in addition to technical expertise.
• Strong understanding of delivery processes, quality controls, service metrics, and customer-satisfaction measures.
• Experience leading continuous-improvement initiatives for technical support or managed-service delivery.
• Experience coordinating across LN technical, functional, consulting, and third-party teams.
• Experience with customer escalation management and senior stakeholder communication.
• Experience recruiting, onboarding, coaching, and developing technical professionals.
• Relevant Infor LN technical or product certifications, where available.
• Strong leadership presence, adaptability, and the ability to operate effectively across technical, operational, and people-management responsibilities.