Cloud Service Delivery Manager

Company Description

QAD is building a world-class SaaS company, and we are growing. We are looking for talented individuals who want to join us on our mission to help solve relevant real-world problems in manufacturing and the supply chain.

We are a virtual first company and your primary work experience will be virtual / working from your home. Occasional travel to a physical office may be required to enhance working relationships, collaboration, design, strategy and alignment.

This is a fully remote opportunity from Poland.

Job Description

QAD Service Delivery is driven by a passion for creating exceptional customer satisfaction. We achieve this by applying quality service and concepts that reduce customer effort and drive customer loyalty.

We are looking for a Cloud Service Delivery Manager who has the skills, qualifications, and commitment to help us achieve this goal. If you are looking to join an exceptional team of dedicated professionals driven by a desire to deliver world-class customer service we welcome you to consider joining our team at QAD.

What You’ll Do:

• Provide communication and the overall management of the client relationship to ensure optimized and uninterrupted service delivery for small to moderate size QAD customers

• Work with the delivery team to execute on contract terms and conditions and to ensure on-time delivery of projects that support the client’s business

• Manage all administrative activities (Cloud Portal updates, SLA report generation, status reporting, maintain enterprise applications, call escalations, maintenance window communications/facilitations, environment uptime corrections on a timely basis)

• Coordinate with Cloud PMO the facilitation and monitoring of the new project on-boarding and project implementation tasks/milestones to be delivered as per plan. Provide constant communication between Service Delivery Center (SDC) and Services project team with any escalations and requests

• Ensuring all major incident management, change and problem management and tracking all escalations and major incidents that appear on the client's side

• Monitor Cloud Operations service delivery contract adherence for respective customers and that SLAs are delivered. Escalate to the Cloud management as required

• Collaborate with SDC, Global Support and Services to provide closure to customer escalated issues, concerns and support calls

• Monitor customer satisfaction via the Service Delivery Scorecard. Provide formal Monthly Service Reviews and Service Reports

• Keep up to date on all Cloud Processes and procedures

Qualifications

What You’ll Need:

• Education: Bachelor’s degree in Computer Science or Business or equivalent relevant experience

• At least 2 years of professional experience as a Project Manager preferably in manufacturing, business, customer service or support capacity sector

• Computer skills: ERP implementation life cycle knowledge, knowledge of production systems operations and working knowledge of WAN/LAN technology. Operating systems Windows, Linux, Unix, database concepts and backup, recovery and process alerting tools. Project tools such as MS office. MS Project and/or Smartsheets is a plus

• Other knowledge or skills: Studies/trains toward certifications ITIL, PMP, Customer Management capabilities, SDLC understanding, systems administration. Interaction with clients as directed on issues such as reporting, issue resolution and data gathering. Able to multitask.

• Soft skills: Very good communication and negotiation skills, result orientation, being proactive and well organized. Advanced analytical skills and being able to exercise judgment within defined procedures and practices to determine appropriate action.

• English on professional level is a must have

What we will offer:

• Being a part of an international team with all kind of different cultures
• Supportive organization which is focused on employee care and work-life balance
• Stable employment and a place of work where you can feel an important, valued member
• Career development opportunity and possibility to participate in field trainings, language courses
• Multisport card, private insurance, private medical care, internal events

Additional Information

• Your health and well being are important to us at QAD. We provide programs that help you strike a healthy work-life balance.
• Opportunity to join a growing business, launching into its next phase of expansion and transformation.
• Collaborative culture of smart and hard-working people who support one another to get the job done.
• An atmosphere of growth and opportunity, where idea-sharing is always prioritized over level or hierarchy.
• Compensation packages based on experience and desired skill set

About QAD:

QAD Inc. is a leading provider of adaptive, cloud-based enterprise software and services for global manufacturing companies. Global manufacturers face ever-increasing disruption caused by technology-driven innovation and changing consumer preferences. In order to survive and thrive, manufacturers must be able to innovate and change business models at unprecedented rates of speed. QAD calls these companies Adaptive Manufacturing Enterprises. QAD solutions help customers in the automotive, life sciences, packaging, consumer products, food and beverage, high tech and industrial manufacturing industries rapidly adapt to change and innovate for competitive advantage.

QAD is committed to ensuring that every employee feels they work in an environment that values their contributions, respects their unique perspectives and provides opportunities for growth regardless of background. QAD’s DEI program is driving higher levels of diversity, equity and inclusion so that employees can bring their whole self to work.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.