Associate Service Delivery Manager

About the role

The Associate Service Delivery Manager (ASDM) will lead the execution and governance of lower‑complexity Infor Managed Services agreements. You will act as the primary liaison for customers, ensuring swift issue resolution and alignment with service commitments.

Key responsibilities

• Serve as the main interface between customers and project teams, handling contractual matters.
• Resolve complex customer inquiries using analytical and problem‑solving skills.
• Independently manage core ITIL processes: Incident, Change, and Problem Management.
• Monitor account margin and staffing levels through standardized reporting tools.
• Oversee contract administration, including change orders and renewals.
• Review service delivery performance reports with customers to demonstrate value.
• Collaborate with customer leadership to design cost‑effective support plans.
• Maintain up‑to‑date operational documentation and prepare detailed reports.

Required profile

• Experience in a professional services environment, preferably in technical service delivery or systems consulting.
• Strong organizational, time‑management and client‑oriented mindset.
• Fluent English communication (oral and written).
• Deep understanding of corporate business practices, contract management and analytical techniques.
• Ability to work under pressure, meet deadlines and consistently deliver quality service.

Required skills

• ITIL Foundation v4 (or equivalent ITIL knowledge).
• Incident Management, Change Management, Problem Management processes.

What we offer

• Opportunity to work with Infor’s leading enterprise software solutions.
• Collaborative environment with diverse IMS stakeholders.
• Professional growth through exposure to managed services governance.