Delivery Manager, Application Managed Services (Remote)

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) , 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

 
About Doppio Group
 
Doppio Group is a North American Infor Alliance and Delivery Partner focused on helping manufacturing, distribution, and supply chain organizations optimize and support their ERP environments. For more than a decade, Doppio has partnered with clients across industrial, food & beverage, chemicals, packaging, and related sectors to deliver ERP implementations, application managed services (AMS), process optimization, integrations, reporting, and ongoing operational support.
 
Unlike larger consulting organizations, Doppio operates with a highly collaborative, hands-on culture where client relationships, responsiveness, and execution matter. The company is privately held and profitable, allowing teams to stay focused on long-term client partnerships.
 
The AMS organization plays a critical role in supporting customers after implementation by helping them manage day-to-day ERP operations, enhancements, reporting requests, workflows, integrations, and production support.

As Doppio continues to grow its AMS practice, the organization is investing in operational maturity, customer experience, and scalable service delivery processes.
 
This role offers the opportunity to work closely with clients, consultants, developers, and leadership in a highly visible position that combines customer relationship management, operational coordination, ERP support, and business process understanding. Doppio’s AMS model goes beyond just providing break/fix support; we partner with our clients to provide stabilization, standardization, and then optimization of their business. 
 
Doppio Group is an Equal Opportunity Employer. We are committed to creating an inclusive environment and consider all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or other protected status under applicable law.