Service Delivery Manager (CoE)
Service Delivery Manager (CoE)
Posted on :
28-05-2025
Employer Active
1 Vacancy
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Monthly Salary
Not Disclosed
Salary Not Disclosed
Vacancy
1 Vacancy
Posted on :
28-05-2025
Job Description
The Role:
A Service Delivery Manager COE has primary accountability for the successful delivery of services associated with IONs Center of Excellence (CoE) is a tiered set of premium support services created to help clients manageand improve the processes surrounding their ION system usage more 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 IONs 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
- Bachelors Degree or Masters 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
Were 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 weve achieved tremendous growth by bringing together some of the best and most successful financial technology companies in the world.
Over 2000 of the worlds leading corporations including 50% of the Fortune 500 and 30% of the worlds central banks trust ION solutions to manage their cash in-house banking commodity supply chain trading and risk.
Over 800 of the worlds leading banks and broker-dealers use our electronic trading platforms to operate the worlds financial market infrastructure.
ION is a rapidly expanding and dynamic group with 13000 employees and offices in more than 40 cities around the globe
Our ever-expanding global footprint cutting edge products and over 40000 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.
Required Experience:
Manager
Employment Type
Full-Time
Key Skills
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