Delivery Manager, Application Managed Services

Role Description

Doppio Group is seeking a Delivery Manager to join our growing Application Managed Services (AMS) organization. This client-facing role is responsible for managing a portfolio of ERP support accounts (initially ~7–8 clients), overseeing support delivery, escalation management, Service Level Agreement (SLA) performance, and long-term client relationships within manufacturing and distribution environments. While the role does not include direct people management responsibilities, you will coordinate and influence shared consulting and technical resources across multiple client engagements.

Our Delivery Managers operate at the center of customer communication, ticket prioritization, consultant coordination, and operational problem-solving. You will partner closely with our ERP consultants, developers, project teams, as well as customer stakeholders to keep priorities aligned, issues moving forward, and SLAs on track.

You will act as the operational leader for your accounts. Rather than troubleshooting every technical detail yourself, you will be coordinating the necessary resources to ensure client needs are addressed and expectations are consistently achieved.

As part of a growing AMS practice, this role also offers the opportunity to contribute beyond day-to-day ticket management by identifying improvement opportunities, helping clients optimize processes, and supporting long-term account growth.

This is a remote-first role with occasional travel (5–10%). Candidates should be based in either the U.S. Eastern or Central Time zone and comfortable coordinating with global teams when client needs require it.

A day in the life of a Doppio Support Delivery Manager

• Build relationships with key stakeholders among long-term clients including establishing a regular cadence of proactive virtual meetings and onsite visits.
• Oversee day-to-day support services ensuring:
  • Tickets are categorized, processed & prioritized correctly and responded to in a timely manner.
  • Internal teams are responding appropriately to address the clients’ needs and proactively communicating when others need to be involved.
  • SLAs are being met.
• Manage client expectations and optimize client satisfaction with the intent of maximizing client retention/renewals and when appropriate, scope expansion.
• Act as the primary escalation point for client concerns and delivery issues:
  • Manage issues on a regular basis depending on the volume and complexity of the client.
• Provide weekly and monthly status reports to your clients.
• Work closely with the Customer Success Manager (CSM) for each account that you are supporting:
  • Provide summaries of issues on a daily/weekly basis as needed.
  • Inform CSM if there have been any escalations from the client.
  • Inform CSM if there are any possible Professional Services opportunities.
• Ensure that both Doppio and client adhere to the terms of the contract.

Qualifications

• 5+ years of experience in ERP support, application support, service delivery, technical account management, customer success, AMS, IT operations, or a related client-facing operational support environment including strong problem solving and ticket prioritization.
• Demonstrated success working as the direct point of contact with clients in a delivery or high-touch support environment with SLAs. Skilled at building client trust, de-escalating situations, and maintaining confidence during high-pressure support situations.
• Experience communicating with and driving action via matrixed cross-functional teams of consultants, developers, or technical resources without direct management authority.
• Success with ERP platform support and enhancements for manufacturing, distribution, supply chain, warehouse management, operations, industrial, or related environments. Ideally, experience with Infor M3 / Infor CloudSuite, but the following ERPs will also be considered: Infor CloudSuite Industrial (CSI) [Syteline], Infor CloudSuite Distribution (CSD), Infor LN or S3, Epicor, QAD, JD Edwards, Microsoft Dynamics, Oracle NetSuite, SAP, or similar enterprise ERP platforms.
• Experience tracking and developing reports with relevant KPIs (e.g. customer satisfaction, SLAs).
• Strong organizational, prioritization, time management, and attention-to-detail skills within fast-paced or interrupt-prone environments.
• Ability to identify patterns, operational improvement opportunities, and client needs beyond individual tickets.
• Proficient in Google Workspace and Slack or other similar platforms.
• Ability to travel periodically to client sites (~5–10%).
• US-based candidates located within Eastern or Central time zones only.

Nice to Have

• Certification in a relevant service management framework such as ITIL.
• Experience with process flows and reporting with ticketing, service desk, or work management platforms like Teamwork, JIRA, ServiceNow, Zendesk, Freshdesk, or similar tools.
• Proven ability to identify and qualify new sales opportunities with existing clients.
• Experience with Agile methodology and/or leading internal scrum meetings.