Department: Infor Consulting Services
Location: Remote
Description
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 professional services environment, working in technical service delivery or systems process consulting.
- 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.
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 www.infor.com
Our Values
At Infor, we strive for an environment that is founded on a business philosophy called 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 FAQ section.
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