Delivery Manager – Application Managed Services

This is a fully remote position, open to applicants in Illinois, +1 more state.

📋 Description

• Develop and nurture relationships with key stakeholders among long-term clients, including establishing a consistent schedule for proactive virtual meetings and onsite visits.

• Supervise daily support services to ensure: Tickets are categorized, processed, prioritized correctly, and responded to in a timely manner.

• Ensure internal teams are appropriately addressing the clients’ needs and proactively communicating when additional involvement is necessary.

• Guarantee that Service Level Agreements (SLAs) are being fulfilled.

• Manage client expectations and enhance client satisfaction with the goal of maximizing client retention and renewals, and where suitable, expanding the scope.

• Serve as the main escalation point for client concerns and delivery issues.

• Regularly manage issues based on the volume and complexity associated with the client.

• Deliver weekly and monthly status reports to your clients.

• Collaborate closely with the Customer Success Manager (CSM) for each account you support.

• Provide summaries of issues as needed on a daily or weekly basis.

• Inform the CSM of any escalations from the client.

• Notify the CSM regarding potential Professional Services opportunities.

• Ensure compliance by both Doppio and the client with the terms of the contract.

⛳️ Requirements

• Over 5 years of experience in ERP support, application support, service delivery, technical account management, customer success, AMS, IT operations, or a similar client-facing operational support environment, demonstrating strong problem-solving and ticket prioritization skills.

• Proven success acting as the direct point of contact with clients in a delivery or high-touch support environment with SLAs.

• Expertise in building client trust, de-escalating situations, and maintaining confidence during high-pressure support scenarios.

• Experience in communicating with and driving action through matrixed cross-functional teams of consultants, developers, or technical resources without direct management authority.

• Successful experience in ERP platform support and enhancements for manufacturing, distribution, supply chain, warehouse management, operations, industrial, or similar environments.

• Ideally, experience with Infor M3 / Infor CloudSuite, but other ERPs such as Infor CloudSuite Industrial (CSI) [Syteline], Infor CloudSuite Distribution (CSD), Infor LN or S3, Epicor, QAD, JD Edwards, Microsoft Dynamics, Oracle NetSuite, SAP, or comparable enterprise ERP platforms will also be considered.

• Experience in tracking and developing reports with relevant KPIs (e.g., customer satisfaction, SLAs).

• Strong skills in organization, prioritization, time management, and attention to detail within fast-paced or interrupt-prone environments.

• Ability to recognize patterns, operational improvement opportunities, and client needs beyond individual tickets.

• Proficient in Google Workspace and Slack or similar platforms.

• Certification in a relevant service management framework such as ITIL is a plus.

• Experience with process flows and reporting using ticketing, service desk, or work management platforms such as Teamwork, JIRA, ServiceNow, Zendesk, Freshdesk, or similar tools.

• Demonstrated ability to identify and qualify new sales opportunities with existing clients.

• Experience with Agile methodology and/or leading internal scrum meetings.

🏝️ Benefits

• Occasional travel (5–10%).