Delivery Manager – Application Managed Services

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🕒 Maio 22

🌽 Illinois, Tennessee – Remoto

🌽 Illinois – Remote 🎸 Tennessee – Remote

⏰ Tempo Integral

🟡 Pleno

🟠 Sênior

👔 Gerente

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Doppio Group

SiteLinkedInTodas as Vagas

51 - 200 funcionários

Fundada em 2013

🤝 B2B

🏢 Corporativo

☁️ SaaS

B2B • Enterprise • SaaS

A Doppio Group é uma empresa de consultoria global especializada em iniciativas de transformação digital, com foco na integração e suporte do Infor M3. Com uma equipe dedicada de especialistas, a Doppio integra pessoas, processos e tecnologia para aprimorar diversas funções empresariais nos setores de manufatura e distribuição. Eles oferecem serviços que vão desde o desenvolvimento de estratégias até integrações ERP completas, garantindo que seus clientes alcancem transições suaves e eficiências operacionais.

Descrição

• Build relationships with key stakeholders among long-term clients including establishing a regular cadence of proactive virtual meetings and onsite visits • Oversee day-to-day support services ensuring: Tickets are categorized, processed & prioritized correctly and responded to in a timely manner • Internal teams are responding appropriately to address the clients’ needs and proactively communicating when others need to be involved • SLAs are being met • Manage client expectations and optimize client satisfaction with the intent of maximizing client retention/renewals and when appropriate, scope expansion • Act as the primary escalation point for client concerns and delivery issues • Manage issues on a regular basis depending on the volume and complexity of the client • Provide weekly and monthly status reports to your clients • Work closely with the Customer Success Manager (CSM) for each account that you are supporting • Provide summaries of issues on a daily/weekly basis as needed • Inform CSM if there have been any escalations from the client • Inform CSM if there are any possible Professional Services opportunities • Ensure that both Doppio and client adhere to the terms of the contract.

🎯 Requisitos

• 5+ years of experience in ERP support, application support, service delivery, technical account management, customer success, AMS, IT operations, or a related client-facing operational support environment including strong problem solving and ticket prioritization • Demonstrated success working as the direct point of contact with clients in a delivery or high-touch support environment with SLAs • Skilled at building client trust, de-escalating situations, and maintaining confidence during high-pressure support situations • Experience communicating with and driving action via matrixed cross-functional teams of consultants, developers, or technical resources without direct management authority • Success with ERP platform support and enhancements for manufacturing, distribution, supply chain, warehouse management, operations, industrial, or related environments • Ideally, experience with Infor M3 / Infor CloudSuite, but the following ERPs will also be considered: Infor CloudSuite Industrial (CSI) [Syteline], Infor CloudSuite Distribution (CSD), Infor LN or S3, Epicor, QAD, JD Edwards, Microsoft Dynamics, Oracle NetSuite, SAP, or similar enterprise ERP platforms • Experience tracking and developing reports with relevant KPIs (e.g. customer satisfaction, SLAs) • Strong organizational, prioritization, time management, and attention-to-detail skills within fast-paced or interrupt-prone environments • Ability to identify patterns, operational improvement opportunities, and client needs beyond individual tickets • Proficient in Google Workspace and Slack or other similar platforms • Nice to Have Certification in a relevant service management framework such as ITIL • Experience with process flows and reporting with ticketing, service desk, or work management platforms like Teamwork, JIRA, ServiceNow, Zendesk, Freshdesk, or similar tools • Proven ability to identify and qualify new sales opportunities with existing clients • Experience with Agile methodology and/or leading internal scrum meetings.

🏖️ Benefícios

• Occasional travel (5–10%)