Service Delivery Team Leader

**Service Delivery Team Lead**Our employees tell us they love working for a global organization focused on collaboration, teamwork and customer outcomes. Since 1979, **QAD** has provided solutions and services for customers in the automotive, consumer products, food and beverage, high technology, industrial and life sciences industries so they can better align daily operations with their strategic goals. We offer an amazing culture and comprehensive suite of health and wellness benefits so that employees can focus on helping customers reach our vision for them: the Effective Enterprise.**What you'll do**- Provide day to day leadership to local team members by demonstrating an understanding of Global Product Support processes and QAD policies.- Ensure team compliance with process requirements, procedures and quality standards and procedures (readiness for ISO Internal audits).- Manage resource scheduling and utilization and ensure team’s proficiency in new product technologies by organizing or overseeing participation in formal and informal training.- Ensure accuracy, understanding and delivery of the team’s performance.- Ensure service level agreement (SLA), quality and productivity targets & indicators of Support team are achieved. Liaise with QAD internal teams on problem analysis, best solution and maintenance release.- Regularly monitor logged issues and take action as needed to address issues/concerns. Provide and implement recommendations for process improvements. Assist with technical issues as required. Conduct review and verification of Knowledge Base articles.- Provide leadership for direct reports (e.g. hire, train, arrange for product certifications, motivate, discipline, career planning). Responsible for interviewing, selection and training of resources. Coach and mentor team members for performance improvement and professional/career development. Conduct performance evaluations and define bonus targets for the team.- Monitor the state of customer satisfaction; Address/resolve escalated matters; work directly with local customers on escalated, complex and/or sensitive matters. Involve senior management as appropriate.- Participate in global team lead activities and local cross-functional/operational team activity**What you'll need**- University/Bachelor's Degree in Finance, Manufacturing Management Operations, Engineering, Computer Science or equivalent experience. APICS certification preferred.- Proficiency in Microsoft Office (Word, Excel and PowerPoint); Progress database knowledge at proficient level is a plus.- Strong problem solving and analytical skills.- Strong customer support focus, proven leadership ability (measures and monitors work, focuses on results through motivating and engaging others) and strong business acumen.**Who You Are**- You have a proactive and solution-oriented mindset.- Your positive attitude has a strong impact and is infectious to the people you deal with.- You are knowledgeable in software development processes and lifecycle management.- You are able to handle some periods of high stress.- Someone who can work in a 24/7 environment.- Demonstrates experience in effectively presenting technical information to non-technical audiences.- Demonstrates QAD core values - Partnership with Our Customers, Commitment to Excellence.- Innovation, Global Teamwork, Integrity, and Respect for the Individual.**What We Offer**- 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.- Ongoing learning and development including the opportunity to complete industry certifications (paid for by us)- Competitive compensation packages based on experience and desired skill set**Why QAD?**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