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 want to make problem resolution for our customers Effortless. We are seeking a Service Assurance 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.

This is a fully remote role from Poland.

What You’ll Do:
● Dedicated resource for our largest multi-million dollar revenue enterprise class
customers.
● Proactively manages and oversees work related to your primary customer.
● Leads all critical incidents which involve the enterprise customer.
● Is a leader in the organization facilitating the work of internal teams
● Be accountable for the delivery against service level agreements
● Leads approval of all QAD application and technical releases and changes that occur
with the customer
● Engaged in project delivery and fully operational in service delivery
● You’ll be the dedicated lead with support from colleagues in QAD Service Delivery-
Service Delivery Managers, Engagement Managers, Release Managers, Program
Managers and Business Consultants.

Qualifications

● 5 + years of experience in global service delivery and/or project management in a
technical or software application capacity. ERP industry experience preferred but not
required.
● Ability to employ logical reasoning and analysis and apply it to technical problem
troubleshooting.
● Demonstrated ability to provide high impact communication and customer service.
● Understanding of ITIL Foundation
● A BA/BS in related field such as Business, Logistics, Supply Chain, IT or other relevant
experience.

● English language skills at the professional level in writing and speech is a must have

Who You Are:
● Someone who likes to take charge, plan and guide others through complex situations.
● Someone who enjoys being the first to step up to a challenge.
● You have a proactive and solution oriented mindset.
● You take innovative approaches - you see the opportunity and create a plan to seize it.
● Engaging, well spoken and communicative.
● Drawn to the process of learning. Energized by new concepts and taking yourself from
novice to competent.
● Motivated and positive, and also have a strong impact that spreads to the people with
whom you deal.

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