Service Delivery Manager, Associate

As an Associate Service Delivery Manager (ASDM), you will oversee the execution and governance of lower complexity, smaller ACV Infor Managed Services agreement.

You will serve as the primary customer liaison for managed services, handling inquiries and facilitating swift issue resolution. Collaboration with diverse IMS stakeholders—Operations, Resource Management, Financial Services, Technical and Functional Support—is crucial.

Responsibilities:

• Serve as the key interface between customers and project teams to promptly address and coordinate all contractual matters.
• Resolve complex customer inquiries by applying analytical and problem-solving skills to deliver optimal business solutions.
• Independently manage core ITIL processes such as Incident Management, Change Management, and Problem Management with minimal supervision.
• Manage account margin using standardized reporting tools paired with understanding of specific delivery needs of the account and appropriate staffing levels.
• Oversee contract administration, ensuring compliance with existing terms as well as change orders and agreement renewals.
• Monitor service delivery performance, consistently reviewing reports with key customer contacts to showcase value of services and partnership provided.
• • Collaborate with customer leadership to define and execute a support plan focused on cost-effective, quality delivery that allows customer to experience the full benefits of the adopted Infor products.
• Maintain up-to-date operational documentation, utilize reporting tools, and prepare detailed reports for customers and internal teams.

• Required Skills & Qualifications:

• Experience in professional services environment, working in technical service delivery or systems process consulting.
• Excellent organizational and time management skills, with a client-oriented mindset and a proactive approach to personal growth.
• Fluent English communication skills (oral and written).
• Deep understanding of corporate business practices, contract management principles, and strong analytical capabilities.
• Ability to perform under pressure, meet deadlines, and consistently deliver quality service.

• Preferred Qualifications:

• Project Management and ITIL Foundation v4 certifications are advantageous.
• Experience in roles such as Service Operations Manager or Service Delivery Manager is a plus.
• Prior background in Account Management or Consulting Management is desirable.