ERP Support Services Delivery Manager

The Infor Assure Support Service Delivery Manager (SDM) owns the end-to-end service relationship for assigned Infor customers, ensuring contractual outcomes are delivered consistently across support operations, SLA performance, customer satisfaction, financial governance, and continuous improvement. The SDM serves as the primary point of accountability for the customer’s managed service and leads coordination across functional and technical consultants, escalation paths, and internal stakeholders.

This role blends customer-facing leadership (governance, QBRs, roadmap planning) with operational rigor (ticket trends, backlog management, SLA attainment, resource planning, and service improvement)., * Point-of-contact for PCG Infor LN and CE (CloudSuite) customers to drive customer issues to resolutions

• Liaison between the customer and software vendor

• Take the lead and be responsible for facilitating customer resolutions by providing assistance to customers and their situations for escalated issues

• Triage the ConnectWise Service Board during assigned work hours
• Assigning tickets to resources
• Escalate issues to the customer
• Receive escalations from the customer
• Follow up on late tickets
• Resource PTO coverage, planning, and approval process
• Follow up with customers if they are not responding to tickets
• Present to the customer weekly/biweekly/monthly, review all open tickets with the customer
• Lead QBRs (Quarterly Business Reviews): outcomes achieved, KPI trends, service improvements, open risks, and next-quarter priorities.
• Identify requests that come in that fall outside support and help plan next steps with the customers
• Weekly customer updates and reporting for internal PMO (Project Management Office)
• Close tickets, ensuring resolution is documented
• Manager multiple customers daily
• Seek new opportunities for PCG with customers from tickets
• Manage Projects in PCG’s ConnectWise platform following PMO standards
• Review and approve customer invoices
• Monitor customer contacts for renewal days and work with the sales team on change orders
• This role will require a minimum target of 50% utilization (billable hours to the customer)
• 5-10% travel when needed at the customer site

Do you have experience in Customer support?, * Bachelor’s Degree in Information Technology, Supply Chain Management, or related field required

• Minimum of 5 years of customer-facing support activities, dealing with customer escalations and managing customer requirements
• Minimum 4 years of experience with Infor ERP LN/CE or other ERP technologies (Infor M3, Infor CSI/Syteline, Epicor, etc)

Skills and Experience

• Candidates will have customer support skills with Infor ERP LN and CE solutions
• Knowledge of Multi-Site operations in LN CE
• Infor LN experience across at least one major domain (Manufacturing, Finance, Supply Chain, Projects).
• Experience with ITSM tools (e.g., ServiceNow, ConnectWise, Jira Service Management, Freshservice, etc.)
• Experience managing contracts with bucket-of-hours, fixed fee, blended rate, or credit/ticket models.
• Experience supporting regulated industries (e.g., aerospace/defense, ITAR, medical, SOX environments) a plus.
• Projects (TP) knowledge is a plus
• Must have experience supporting post-implementation customers within a multi-company environment
• Proficient with Microsoft Office Excel, PowerPoint, Word, and Microsoft Projects

Pulled from the full job description

• Paid time off

Why PCG?

Join the company that is leading the business sustainability revolution. Be a part of an incredibly talented, dedicated, industrious, and creative team. At PCG, our consultants, practice leaders, and customer support advocates are the best in the industry. We know that when you surround yourself with the best, you achieve success - success for our customers.

PCG is a trusted provider of tailored end-to-end IT solutions that consistently and predictably deliver business sustainability. PCG is a company built on relationships, partnerships, and experiences. We offer a single point of accountability. We have tremendous resources and capabilities to care for every aspect of a customer’s technology environment-from the back office to edge apps to the cloud, and across the entire supply and demand chain. Whether it’s enterprise application cloud and hosting solutions or enterprise application (ERP) implementation and management, partner with our customers for success.