Job Description

The Service Delivery Manager COE is responsible for the successful delivery of services associated with ION’s Center of Excellence (CoE) program, including business development, defining services, ensuring quality delivery, and acting as the primary contact for customer escalations.

Responsibilities

• Define CoE scope and strategy
• Drive customer satisfaction
• Manage CoE resource and revenue
• Act as point of contact for customer escalation issues
• Improve service maturity
• Expand CoE business line financial contributions
• Demonstrate reliability in execution of quality CoE services
• Own CoE engagements in ION’s resource management system
• Manage resource demand
• Provide regular reporting on CoE Service utilization and margin
• Increase awareness and value recognition of CoE service

Requirements

• Bachelor’s or Master's Degree in a related field or equivalent experience
• 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
• Ability to manage portfolio of COE engagements
• Proven leadership skills
• 7+ years of experience in a related field

Benefits

• No benefits