SERVICE DELIVERY MANAGER, APPLICATION SUPPORT TEAM

Overall accountability for the support, development, and maintenance of internal & client applications.  This is a remote position with a preferred location of Central to the Eastern United States. 

RESPONSIBILITIES

• Key customer contact for application support
• Management of offshore teams and subcontractor Partners
• Provide guidance to employees and partners who are delivering support services to reach solutions.
• Ensure we are following both industry and ClearPrism best practices.
• Manage customer expectations and improve procedures accordingly to ensure that great customer service is always provided.
• Establish and refine service delivery processes to ensure each customer gets the same great experience.
• Maintain established service level agreements
• When necessary communicate any concerns about any roadblocks that would prevent the delivery of services.
• Determine the Service Delivery plan for projects as we onboard new customers and/or add additional support services.
• Budget planning and management
• Staffing, Coaching, and Management of multiple cross-functional teams
• Partner with the project team to determine levels of success and determine appropriate metrics and report out of such metrics.
• Manage and strengthen relationships with sponsors and key stakeholders across the business.
• Serve as a resource and advisor on best practices for application support
• Create reports and documentation for relaying project status to the various audiences
• Monthly reporting with the customer

KNOWLEDGE AND SKILLS

• 8+ years overall experience
• 5+ years managing Production Application Support teams
• 5+ years of team management
• ERP Application experience, Infor LN Strongly Desired
• Knowledge and experience working with enterprise business applications
• Ability to serve as a consultative partner and work collaboratively with subject matter experts, project teams, functional partners and stakeholders
• Ability to work independently as the lead on cross-disciplinary teams
• Experience with office productivity and collaboration applications including SharePoint, Word, PowerPoint, Outlook, and Visio
• Ability to become familiar with client business challenges and act as a trusted advisor to client stakeholders
• Excellent communication and people skills
• Deadline and detail-oriented
• Bachelor’s Degree in Computer Science, related field or equivalent experience
• Consulting experience desired
• Willing and able to travel as needed
• Location - remote role based in the United States