Senior Customer Service Delivery Manager

Job Description The Senior Customer Service Delivery Manager (Sr. 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 success through effective communication, issue resolution, and process improvement. The Sr. CSDM will also be responsible for developing and maintaining service level agreements (SLAs), defining and tracking key performance indicators (KPIs), and ensuring that all stakeholders are aligned with the overall strategy. This role requires strong analytical skills, excellent communication and interpersonal skills, and the ability to work effectively in a fast-paced environment.