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Service Delivery Manager, Senior jobs in United States
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Infor · 13 hours ago

Service Delivery Manager, Senior

positionUnited States
timeFull-time
remoteRemote
senioritySenior Level
Infor is a global leader in business cloud software products for industry-specific markets. The Service Delivery Manager (SDM) is responsible for overseeing the successful delivery of services to Infor Managed Services customers, managing the full-service contract lifecycle, and ensuring customer satisfaction and operational commitments.
Information and Communications Technology (ICT)Information ServicesManufacturingSoftware
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Work & Life BalancebadNo H1Bnote

Responsibilities

Serving as the primary point of contact for customers throughout the full service contract lifecycle
Managing operational activities such as scheduling, status reporting, and performance monitoring
Ensuring all contracted services are delivered according to scope, operational standards, and IMS requirements
Leading issue resolution and escalation management to ensure timely remediation of service concerns
Identifying risks to service delivery and implementing mitigation strategies
Managing the renewal cycle, including forecasting renewal timelines and coordinating required documentation
Supporting identification and positioning of service expansion opportunities
Leading and facilitating Monthly and Quarterly Business Reviews (MBRs/QBRs)

Qualification

Account managementService deliveryProject managementERP solutionsSaaS solutionsCloud-based softwareCross-functional collaborationCustomer presentationsBusiness communicationsService improvementOperational optimizationQuality assuranceCustomer engagementGeographically distributed teamsIssue resolutionIndependent work

Required

Experience in account management or service delivery for ERP, SaaS, or cloud-based software solutions
Experience in project planning and project execution activities
Experience in managing multiple concurrent priorities within established deadlines
Experience working on global or geographically distributed teams
Experience producing business communications, including written reports and customer presentations
Experience working with cross-functional stakeholders to support service or delivery objectives
Ability to travel up to 50%
Legal authorization to work permanently in the United States without visa sponsorship

Preferred

PMP certification or other formal project management credential
Experience with Infor products or comparable enterprise software platforms
Experience leading service improvement, quality assurance, or operational optimization initiatives
Experience identifying and supporting account growth and expansion opportunities
Experience analyzing and resolving operational or service delivery issues
Experience working independently in a service delivery or operations environment
Experience securing customer participation in reference, testimonial, or ambassador programs

Company

Infor

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Infor is a global leader in business cloud software products for companies in industry specific markets.
dateFounded in 2002
location
New York, New York, USA
people-size10001+ employees
web-link
https://www.infor.com/solutions/assets/

Funding

Current Stage
Late Stage
Total Funding
unknown
2021-07-06Acquired

Leadership Team

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Keith Anderson
Senior Vice President Finance , Divisional CFO
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Garrett D. Kramer
Regional Vice President | Channel Partnerships
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Recent News

PRNewswire
Infor Named a Leader in 2024 Gartner Magic Quadrant for Warehouse Management Systems
2024-05-06
Computer Weekly
Infor a penny, Infor a pound
2024-03-12
PR.com
Independent Computer Consulting Group, Inc. (ICCG) Adds Infor® PLM for Fashion to Its Solution Portfolio
2024-02-28
Company data provided by crunchbase