Job Description

The Service Delivery Manager COE is responsible for the successful delivery of services associated with ION’s Center of Excellence (CoE) program, focusing on business development, quality delivery, and customer escalation management. This client-facing role involves interacting with stakeholders to review service quality and may require travel.

Responsibilities

• Define CoE scope and strategy
• Drive customer satisfaction
• Manage CoE resource and revenue
• Handle customer escalations
• Improve service maturity
• Expand CoE business
• Demonstrate reliable service execution
• Manage CoE engagements in resource management system
• Manage resource demand
• Provide regular reporting on CoE service utilization
• Increase awareness of CoE service

Requirements

• Bachelor’s or Master’s Degree in related field
• Excellent client-facing skills
• Excellent interpersonal and communication skills
• Ability to work in a team and onsite at client locations
• Ability to manage a portfolio of engagements
• Proven leadership skills with teams of five or more
• 7+ years of experience with software, consulting, or systems integration firms
• 7+ years of relevant industry experience

Benefits

• No benefits