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, ensuring quality delivery, and acting as the primary contact for customer 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 a 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