Service Delivery Manager (Center of Excellence)
Job Summary
Job Description
The Service Delivery Manager (CoE) is accountable for the successful delivery of services within ION's Center of Excellence (CoE) program. This role involves business development for new and existing clients, defining CoE services, ensuring quality delivery, and acting as the primary contact for client escalations. The manager will interact with designated client stakeholders to review service quality and may require some travel. Key responsibilities include defining CoE scope and strategy, driving customer satisfaction, managing CoE resources and revenue, handling client escalations, improving service maturity, expanding financial contributions, and owning CoE engagements within ION's resource management system.
Must have:
- Excellent client-facing/influencing skills
- Excellent interpersonal skills
- Excellent written and oral communication skills
- Ability to work as part of a project team
- Ability to work onsite at client locations
- Proven leadership skills with teams of 5+
- 7+ years of experience in delivery responsibility
- 7+ years of relevant industry experience
Good to have:
- Define CoE scope and strategy
- Manage CoE resource and revenue
- Improve service maturity of CoE business line
- Expand CoE business line financial contributions
8 skills required
Job Details
The Role:
A Service Delivery Manager COE has primary accountability for the successful delivery of services associated with ION’s Center of Excellence (CoE) program. CoE is a tiered set of premium support services created to help clients manage and improve the processes surrounding their ION system usage more efficiently. The Service Delivery Manager COE is responsible for business development for new and existing customers, defining the services to be provided under the CoE program, ensures quality delivery, and act as the primary contact for customers escalations.
This is a client facing role, where the Service Delivery Manager COE would be interacting with designated client stakeholders to review overall service quality. This position may require some travel.
Key Responsibilities
- Define CoE scope and strategy for delivery to meet customers’ business requirements
- Responsible for driving customer satisfaction through focus on accountability and quality, including regular customer account reviews
- Manage CoE resource and revenue to the agreed budget, including revenue forecasting and impact analysis
- Point of contact for customer escalation issues
- Improve service maturity of CoE business line to increase efficiency. Establish methodologies and processes to ensure quality, consistency, repeatability, and efficiency in solution delivery
- Expand CoE business line financial contributions. Work with Sales and Account Management to develop a CoE program tailored to the customers’ requirements
- Demonstrate reliability in execution of quality CoE services and demonstrate success in delivery of contracted services
- Own CoE engagements in ION’s resource management system (Kimble), update resource demand profiles and support resource owners with resource allocation
- Manage resource demand, attend staffing calls in respective areas and follow escalation process
- Provide regular reporting on CoE Service utilization and margin by customer and service type
- Increase awareness and value recognition of CoE service to develop pipeline and customer references
Required Skills, Experience and Qualifications
- Bachelor’s Degree or Master's Degree in Finance, Accounting, Engineering, Economics, or a related IT field or equivalent experience in a related field
- Excellent client-facing/influencing skills
- Excellent interpersonal skills
- Excellent written and oral communication skills
- Ability to work as part of a project team structure
- Ability to work onsite at client locations
- Ability to manage portfolio of COE engagements at any given time
- Proven leadership skills with teams of five or more professionals
- 7+ years of experience with comprehensive life cycles at ION or other software, consulting, or systems integration firm with delivery responsibility to client organizations
- 7+ years of relevant industry experience
About us
We’re a diverse group of visionary innovators who provide trading and workflow automation software, high-value analytics, and strategic consulting to corporations, central banks, financial institutions, and governments. Founded in 1999, we’ve achieved tremendous growth by bringing together some of the best and most successful financial technology companies in the world.
• Over 2,000 of the world’s leading corporations, including 50% of the Fortune 500 and 30% of the world’s central banks, trust ION solutions to manage their cash, in-house banking, commodity supply chain, trading and risk.
• Over 800 of the world’s leading banks and broker-dealers use our electronic trading platforms to operate the world’s financial market infrastructure.
ION is a rapidly expanding and dynamic group with 13,000 employees and offices in more than 40 cities around the globe,
Our ever-expanding global footprint, cutting edge products, and over 40,000 customers worldwide provide an unparalleled career experience for those who share our vision.
ION is committed to maintaining a supportive and inclusive environment for people with diverse backgrounds and experiences. We respect the varied identities, abilities, cultures, and traditions of the individuals who comprise our organization and recognize the value that different backgrounds and points of view bring to our business.
ION adheres to an equal employment opportunity policy that prohibits discriminatory practices or harassment against applicants or employees based on any legally impermissible factor.
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About The Company
We’re visionary innovators who are delivering mission-critical trading and workflow automation software to financial institutions, corporations, central banks, and governments. By combining our passion for automation with a strategic view on the industries we serve, we design solutions that improve decision-making, simplify complex processes, and empower people. Simply put, we help our customers do more, faster and better than before. We believe our investments in research and development are shaping the future of automation and enabling our customers to transform their business. And we embrace the power of community, working with each other and with our customers to succeed through a positive culture of continuous improvement.
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