Delivery Manager – Application Managed Services

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🕒 vor 16 Tagen

🌽 Illinois, Tennessee – Remote

🌽 Illinois – Remote 🎸 Tennessee – Remote

⏰ Vollzeit

🟡 Mittelstufe

🟠 Senior

👔 Manager

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Doppio Group

WebsiteLinkedInAlle Stellen

51 - 200 Mitarbeiter

Gegründet 2013

🤝 B2B

🏢 Unternehmen

☁️ SaaS

B2B • Enterprise • SaaS

Die Doppio Group ist eine weltweit tätige Unternehmensberatung, die sich auf Initiativen zur digitalen Transformation spezialisiert hat. Der Fokus liegt dabei auf der Integration und Unterstützung von Infor M3. Mit einem engagierten Expertenteam integriert Doppio Menschen, Prozesse und Technologien, um verschiedene Geschäftsbereiche in den Sektoren Fertigung und Vertrieb zu verbessern. Sie bieten Dienstleistungen an, die von der Strategieentwicklung bis hin zu End-to-End-ERP-Integrationen reichen, um sicherzustellen, dass ihre Kunden nahtlose Übergänge und betriebliche Effizienz erzielen.

Beschreibung

• 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.

🎯 Anforderungen

• 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.

🏖️ Vorteile

• Occasional travel (5–10%)