Job Description
As a Service Delivery Manager, you will be responsible for ensuring the successful delivery of high-quality services to our customers, aligned with contractual commitments, operational standards, and continuous improvement principles. You will serve as the primary operational point of contact for customer stakeholders, driving performance, stability, and value across our service portfolio.
This role requires a blend of customer engagement, operational governance, analytical problem-solving, and leadership across internal delivery teams.
A Day in The Life Typically Includes:
Customer Engagement & Relationship Management
* Act as the primary operational interface for assigned customers, ensuring clear communication, service transparency, and alignment with customer objectives.
* Lead regular service reviews, providing performance reporting, trend insights, and recommendations for optimisation.
* Build trusted relationships with customer stakeholders, ensuring satisfaction and identifying opportunities to enhance service value.
Service Operations & Performance
* Oversee the day-to-day performance of services, ensuring adherence to SLAs, KPIs, security standards, and compliance requirements.
* Manage incident, problem, and change processes, ensuring timely communication, effective prioritisation, and quality resolution.
* Coordinate with cross-functional technical teams to maintain service stability and proactively address emerging risks.
Governance & Continuous Improvement
* Drive a structured governance framework, including reporting, operational reviews, and service audits.
* Identify and implement service improvements, leveraging data insights and customer feedback to optimise performance, reduce risk, and enhance efficiency.
* Support lifecycle management of services, contributing to roadmap planning and product enhancement discussions.
Delivery Leadership
* Champion operational excellence across delivery teams, ensuring consistent best-practice execution.
* Support onboarding and transition activities for new customers or services, ensuring seamless handover into BAU operations.
* Provide escalation leadership, coordinating technical and business stakeholders to drive swift resolution of critical issues.
What You Will Need:
* Proven experience in service delivery, customer success, managed services, or a similar operational leadership role.
* Strong understanding of ITIL practices, service governance, and operational management frameworks.
* Demonstrated ability to analyse data, identify trends, and produce meaningful reporting.
* Excellent communication and stakeholder management skills, with the ability to work across technical and non-technical teams.
* Experience supporting enterprise customers, ideally in SaaS, cloud, or technology-driven environments.
* ITIL certification or equivalent experience preferred.
What Will Put You Ahead
* A customer-centric mindset and commitment to delivering high-quality service outcomes.
* A proactive approach to problem-solving and continuous improvement.
* The ability to operate with ownership, precision, and accountability in a fast-paced environment.
* Strong organisational skills and a focus on operational resilience and performance excellence.
About Infor
Infor is where ambition meets impact. Join a global community of bold thinkers and innovators, where your expertise doesn't just solve problems. it shapes industries, unlocks opportunities, and creates real-world impact for billions of people. At Infor, you're not just building a career. you're helping to build what's next.
Infor is a global leader in business cloud software products for companies in industry specific markets. Infor builds complete industry suites in the cloud and efficiently deploys technology that puts the user experience first, leverages data science, and integrates easily into existing systems. Over 60,000 organizations worldwide rely on Infor to help overcome market disruptions and achieve business-wide digital transformation.
For more information visit [1] www.infor.com
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Our Values
At Infor, we strive for an environment that is founded on a business philosophy called [1] Principle Based Management (PBM) and eight Guiding Principles: integrity, stewardship & compliance, transformation, principled entrepreneurship, knowledge, humility, respect, self-actualization.
We have a relentless commitment to a culture based on PBM. Informed by the principles that allow a free and open society to flourish, PBM prepares individuals to innovate, improve, and transform while fostering a healthy, growing organization that creates long-term value for its clients and supporters and fulfillment for its employees.
Infor is an Equal Opportunity Employer. We are committed to creating a diverse and inclusive work environment. Infor does not discriminate against candidates or employees because of their sex, race, gender identity, disability, age, sexual orientation, religion, national origin, veteran status, or any other protected status under the law. If you require accommodation or assistance at any time during the application or selection processes, please submit a request by following the directions located in the [2] FAQ section.
Fraud Awareness
We have been made aware of unauthorized individuals posing as Infor recruiters, including some who have made fraudulent offers of employment. Please read our [3] guidelines and protect yourself from recruitment scams.
Fraud Privacy Policy
We value your privacy at Infor. You may access our privacy policy [4] here.
References
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2. https://www.infor.com/about/careers/faq
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4. https://www.infor.com/about/privacy
