Remote New

Service Delivery Manager, Senior

Infor
United States
Feb 06, 2026
The Service Delivery Manager (SDM) plays a critical role in overseeing the successful delivery of services to Infor Managed Services (IMS) customers. This individual contributor position is responsible for managing the full-service contract lifecycle and serving as the primary point of contact for assigned customer accounts. The SDM partners closely with cross-functional internal teams-including Delivery, Finance, Consulting, Sales, Support, and Customer Success-to ensure contracted services are delivered efficiently, meet operational and contractual commitments, and align with customer expectations. The role combines service delivery oversight, customer relationship management, operational governance, renewal and expansion strategy, and continuous service improvement, with a strong focus on customer satisfaction, retention, and long-term value. A Day in the Life Typically Includes: Serving as the primary point of contact for customers throughout the full service contract lifecycle Managing operational activities such as scheduling, status reporting, and performance monitoring Ensuring all contracted services are delivered according to scope, operational standards, and IMS requirements Leading issue resolution and escalation management to ensure timely remediation of service concerns Identifying risks to service delivery and implementing mitigation strategies Managing the renewal cycle, including forecasting renewal timelines and coordinating required documentation Supporting identification and positioning of service expansion opportunities Leading and facilitating Monthly and Quarterly Business Reviews (MBRs/QBRs) Basic Qualifications: Experience in account management or service delivery for ERP, SaaS, or cloud-based software solutions Experience in project planning and project execution activities Experience in managing multiple concurrent priorities within established deadlines Experience working on global or geographically distributed teams Experience producing business communications, including written reports and customer presentations Experience working with cross-functional stakeholders to support service or delivery objectives Ability to travel up to 50% Legal authorization to work permanently in the United States without visa sponsorship Preferred Qualifications PMP certification or other formal project management credential Experience with Infor products or comparable enterprise software platforms Experience leading service improvement, quality assurance, or operational optimization initiatives Experience identifying and supporting account growth and expansion opportunities Experience analyzing and resolving operational or service delivery issues Experience working independently in a service delivery or operations environment Experience securing customer participation in reference, testimonial, or ambassador programs Location: US Remote (Dallas, TX or Atlanta, GA) 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. 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 guidelines and protect yourself from recruitment scams. Fraud Privacy Policy We value your privacy at Infor. You may access our privacy policy here. This employer uses E-Verify. Please visit this website for additional information. E-Verify Illinois: Click here, aqui, or tu.