Company DescriptionIFS is a billion-dollar revenue company with 5000+ employees on all continents. We deliver award winning enterprise software solutions through the use of embedded digital innovation and a single cloud-based platform to help businesses be their best when it really matters–at the Moment of Service™.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 accept that there are so many different perspectives in this world. 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.If you want to change the status quo, we'll help you make your moment. Join Team Purple. Join IFS.Job DescriptionIFS Copperleaf’s software helps some of the world’s largest firms make better strategic decisions. We have a track record of delivering award-winning, industry-changing solutions that enable our clients to build more resilient and sustainable infrastructure.We currently have an opening for a strategic and operationally savvy Director or Senior Director, Unified Support Operations to lead global support excellence for its critical customer solutions. This leadership role is pivotal to ensuring a world-class post-deployment experience for customers leveraging Copperleaf’s platform. As a key member of the IFS GCS Copperleaf leadership team, you will oversee global teams responsible for delivering high-quality, scalable support to our growing customer base. Your mission: enhance service performance, reduce friction, and drive operational efficiency—all while maintaining top-tier customer satisfaction. This is an ideal opportunity for a proven leader who can blend strategy with execution and is passionate about scaling customer-centric support organizations. What You’ll Do Strategic Leadership & Vision Define and lead the support and cloud operations strategies for IFS Copperleaf, aligning team objectives with broader GCS and company goals. Champion a proactive, data-driven support model that evolves with customer and product needs. Serve as a visible support leader within the IFS Copperleaf organization and across IFS. Operational Excellence & Service Delivery Lead global teams to consistently deliver against SLAs, OLAs, KPIs, and CSAT targets. Ensure continuous performance monitoring and implement scalable improvements to case resolution, backlog management, and service availability. Promote intelligent automation, process simplification, and cross-functional alignment to optimize support workflows. Stakeholder Engagement & Escalation Management Build and sustain strategic relationships across GCS, R&D, Product, Consulting, and Cloud Operations to accelerate resolution cycles and product feedback loops. Act as the executive lead during complex or high-risk escalations, ensuring rapid and transparent resolution. Maintain clear, timely communication with customers and internal stakeholders during service-impacting events. People & Talent Leadership Attract, lead, and mentor a global team of support professionals with a culture grounded in performance, inclusion, and continuous learning. Apply talent frameworks to manage risk, develop succession plans, and retain high-potential team members. Foster team accountability and resilience in a dynamic environment with global customers and evolving technologies. Commercial Oversight & Resource Optimization Oversee operational budgets and manage support delivery within defined financial parameters. Identify and execute cost-efficiency strategies—including intelligent tooling, workforce planning, and AI/automation initiatives—without compromising quality. Provide regular reporting and insights on support outcomes, challenges, and innovations to the SVP of GCS and other stakeholders. QualificationsExperience & Skills 10+ years of experience leading enterprise support, operations, or customer success teams in SaaS or hybrid-cloud environments. Demonstrated success building high-performing teams and delivering support for mission-critical enterprise platforms. Executive-level stakeholder management experience with a proven ability to influence cross-functional decisions and communicate with C-level customers. Technical Acumen Familiarity with the Copperleaf platform or similar decision analytics and investment planning software is an advantage. Proficient in ITSM platforms (e.g., ServiceNow, Jira), cloud environments (Azure, AWS), and automation pipelines. Knowledge of containerization, middleware, enterprise database environments, and CI/CD tooling. Education & Certifications Bachelor’s degree in IT, Computer Science, Engineering, or a related field required; advanced degrees or certifications (MBA, PMP, ITIL) strongly preferred. Additional InformationPay Range: 150,000-170,000 CAD + bonusWe believe that coming together as a community, in person, is important for innovation, connection and fostering a sense of belonging. Our roles have the right balance of remote and in-office working to enable flexibility for managing your life along with ensuring a real connection with your colleagues and the broader IFS community.
