Customer Service Delivery Manager - Remote

Overview

The Customer Service Delivery Manager (CSDM) is responsible for ensuring optimized and uninterrupted service delivery for QAD’s moderate, large, and enterprise cloud customers. Acting as a trusted advisor, the Sr. CSDM builds strong client relationships, anticipates customer needs, and orchestrates seamless collaboration across Cloud PMO, Global Support, Cloud Operations, and Services. This role plays a critical part in driving customer satisfaction, compliance, and successful project outcomes, while contributing to QAD’s continuous improvement culture.

In Short

• Serve as a strategic partner and trusted advisor for assigned QAD Cloud customers.
• Strengthen client relationships by proactively anticipating needs.
• Conduct regular service reviews with customers.
• Engage key QAD stakeholders with customers to resolve concerns.
• Oversee Cloud project implementations and support project management activities.
• Ensure smooth service delivery through proactive monitoring.
• Drive permanent remedial action implementation for customer satisfaction.
• Actively contribute to customer experience enhancement.
• Identify and mitigate risks impacting customer outcomes.
• Lead critical projects ensuring operational excellence.

Requirements

• Bachelor’s degree with 5+ years of related experience, or a Master’s degree with 6+ years, or a PhD with 3+ years.
• Experience at this level typically requires departmental review for entry.
• English: Bilingual/conversational.
• Preferred certifications: PMP, ITIL, Cloud Foundation Certifications (AWS, Google).
• Strong understanding of ERP lifecycle phases.
• Proficient with project management tools like Google Workspace and Smartsheets.
• Solid knowledge of cloud computing and compliance frameworks.
• Proven expertise in project implementation planning.

Benefits

• Programs to help strike a healthy work-life balance.
• Opportunity to join a growing business.
• Collaborative culture of smart and hard-working people.
• An atmosphere of growth and opportunity.
• Compensation packages based on experience and skill set.