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Merlin Knott becomes President of IFS Enterprise Service Management
Thu, 21st Mar 2024

Merlin Knott has been appointed as President of IFS Enterprise Service Management business, according to an announcement by IFS, the global cloud enterprise software company. The move solidifies the company's focus on fostering customer success, growing through new routes-to-market and maximising the potential of enterprise service management.

Knott comes with a rich career history managing high-growth enterprise software channel organisations and regional teams, including significant stints at SAP, Cura Software, and MicroStrategy. His arrival at IFS in 2019 marked a significant period of expansion, with his leadership of the global Partner and Channel organisation resulting in the IFS Partners division contributing over 40% of the company's software license revenue. This strategic alliance resulted in a major surge driving IFS's growth trajectory.

In his new position at the helm of the IFS assyst team, Knott plans to focus on supporting IFS's global customer base and broadening the current value proposition of IFS assyst. This approach will involve full commercialisation of the comprehensive range of IFS service offerings.

IFS assyst represents a major stride in business functionality, fostering seamless delivery of internal service management, IT services across organisations, and assisting organisations in moving towards a unified approach to operational service management. From self-service portals and searchable knowledge bases to remote assistance and service parts availability, IFS assyst curates a diverse toolkit of solutions. Aside from this, the platform ensures low total cost of ownership, quick time-to-value and a fuss-free experience.

Michael Ouissi, Group Chief Operating Officer, IFS, expressed his confidence in Knott’s ability to drive expansion. He said, “Merlin has the proven track record of being adept at finding routes-to-market that can drive rapid growth. This move signals our intent to increase market share as our competitors simply cannot offer the breadth and depth of our complete service management offering. I am looking forward to working with Merlin on this exciting next stage of growth.”

On his appointment, Knott stated, “I am incredibly excited about the opportunity to demonstrate to existing and future customers, the value that IFS assyst can deliver. IFS is the only solutions provider that can offer comprehensive, end-to-end service solutions to customers across industries. We offer a single platform to deal with a range of customer inquiries, all while keeping the end user fully informed of activities and resolution timeline.”