Delivery Manager – Application Managed Services

Doppio Group

Delivery Manager responsible for managing ERP support accounts for Doppio Group. Focus on client relationship management and operational problem-solving in a remote environment.

Posted 5/22/2026full-timeRemote • Illinois, Tennessee • 🇺🇸 United StatesMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

ERPOracleServiceNow

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

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
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.

Benefits

Comp & perks

Occasional travel (5–10%)

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

ERP supportapplication supportservice deliverytechnical account managementcustomer successticket prioritizationreporting with KPIsAgile methodologyprocess flowsclient needs assessment

Soft Skills

problem solvingclient trust buildingde-escalationtime managementorganizational skillsattention to detailcommunicationcross-functional collaborationclient expectation managementissue management

Certifications

ITIL