Service Delivery Manager, Associate

Infor Inc.; Remote; INR 12,00,000 - 16,00,000; Full time

Job summary

A leading global software firm is seeking a Service Delivery Manager, Associate, to provide exceptional service to customers. This role involves reviewing performance metrics, managing escalations, and building strong relationships. The ideal candidate will have at least 2 years of customer-related experience and excellent communication skills. This position emphasizes proactive outreach and continuous improvement, ensuring client satisfaction and organizational effectiveness.

Qualifications

• Minimum 2 years of customer-related experience (post-sales).
• Experience working with key technology.
• Proven strong communication and negotiation skills.

Responsibilities

• Review service performance and ensure quality of services.
• Act as the single point of contact for escalations.
• Collaborate with internal teams for seamless delivery.

Skills

Excellent written/verbal communication skills

Excellent analytical skills

Time management skills

Ability to respond quickly to changes

Interest in technology

Education

Bachelor's Degree or equivalent experience

Job description

An Infor Managed Services (IMS)Service Delivery Manager, Associate will provide scalable services to customers including but not limited to onboarding, customer requests and proactive outreaches. You will be part of a global team of Service Delivery Managers (SDMs) who work together to ensure our customers receive prompt and professional assistance whenever they need it. Infor Service Delivery Manager, Associate provides Infor customers with guidance to help them to achieve maximum value from their Infor investment.

Your primary accountability is ensuring the quality and consistency of services delivered via Managed Services to your customer. This is a dynamic, customer-centric role that requires balancing tactical oversight, relationship management, and strategic thinking. Successful SDMs are relentlessly focused on the customer experience—anticipating needs and proactively addressing challenges.

A Day in The Life Typically Includes

• Review Service Performance: Begin the day by checking dashboards, SLAs, and KPIs to confirm services meet contractual obligations. Prepare for scheduled calls or meetings to discuss service health and address any concerns.
• Handle Escalations: Act as the single point of contact. Collaborate across internal teams and all levels of customer seniority to drive resolution.
• Relationship Building: Every interaction is an opportunity to strengthen mutual respect and trust—the foundation for a collaborative, high-value engagement.
• Service Evolution: Driving Continuous Improvement. Look beyond day-to-day operations and identify opportunities to evolve contracted services so customers can maximize business value. Discuss how services can support the customer’s current and future business models.
• Prepare for Tomorrow: Summarize progress, document key actions, and ensure alignment with both operational and tactical goals.
• Serve as a point of contact for assigned customers, supporting their needs and ensuring high satisfaction levels
• Address customer queries and manage ongoing customer conversations
• Help resolve customer issues quickly and efficiently, escalating where appropriate
• Collaborate with internal teams (e.g., SOMs, IMS global team, Client Partners and Consulting Teams) to ensure seamless service delivery
• Attend all Monthly Service Reviews for named book of clients
• Report on Customer Health using the Monthly Burndown process
• Monitor account performance to identify upsell opportunities with a focus on maintaining margin % and margin $
• Support Retention at a minimum of 97%
• Assist with onboarding new IMS customers utilising the D2R and Knowledge Transfer processes
• Support the preparation of customer presentations, proposals, and reports
• Keep Gainsight, SharePoint and Clarity systems and account documentation accurate and up to date
• Stay informed on company products and industry trends to provide informed support to customers
• Update systems of records such as Gainsight and Jiras
• Proactive outreach to customers on Service Improvement ideas
• Complete mandatory Infor and Koch training as requested
• Ensuring customers are aware of the resources available to them and the steps to action to be operational on our software
• Ensuring straightforward organization of the flow of information through the completion of administrative tasks related to Customer's Onboarding
• Participate in active outreach activities to divulge important organizational changes which will impact customers

Basic Qualifications

• Excellent written/verbal communication and presentation skills
• Excellent analytical, time management and organizational skills to manage multiple tasks simultaneously
• Ability to respond quickly to changing demands and market conditions
• Commitment to teamwork and ability to operate in a collaborative environment
• Interest in technology and ability to understand technical concepts and data

Preferred Qualifications

• Bachelor's Degree or equivalent experience
• Minimum 2 years of customer related experience (post-sales)
• Experience working with key technology
• Experience working with a Premium Support or Services organization to have a good working knowledge of customer management, support, & experience
• Experience with major ERPs
• Proven strong communication, negotiation and influencing skill

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.

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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