Service Delivery Manager, Associate

As an Associate Service Delivery Manager (ASDM), you will oversee the execution, delivery, and governance of lower-complexity Infor Managed Services (IMS) agreements with smaller Annual Contract Values (ACV). You will serve as the primary point of contact for managed services customers, handling inquiries and facilitating timely issue resolution. In this role, you will collaborate closely with various IMS stakeholders, including Operations, Resource Management, Financial Services, Technical Support, and Functional Support, to ensure successful service delivery and customer satisfaction. A Typical Day in the Life Includes: 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. Maintain up-to-date operational documentation, utilize reporting tools, and prepare detailed reports for customers and internal teams. Basic Qualifications: Experience in customer-facing roles such as Service Delivery, Service Operations Manager, Consulting Management, Account Management, Project Coordination, or related fields. Experience coordinating with cross-functional teams to resolve issues, manage deliverables, and achieve customer outcomes. Knowledge of service governance practices, contractual service commitments, or customer lifecycle management. Fluent English communication skills (oral and written). Excellent organizational and time management skills, with a client-oriented mindset and a proactive approach to personal growth. 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 Prior background in Account Management or Consulting Management Experience of using ServiceNow, Certinia, or similar service management and business operations platforms. Experience leveraging AI, automation, or productivity tools to improve workflows and customer outcomes.