Service Delivery Director (treasury software)

This range is provided by Affina Search. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more. Base Pay Range $90,000.00/yr - $170,000.00/yr

Role Overview

A Service Delivery Director (Client Relationships) within the Centre of Excellence (CoE) has primary accountability for the successful delivery of services associated with the CoE program. The CoE is a tiered set of premium support services created to help clients manage and improve the processes surrounding their system usage more efficiently. This is a client-facing role, where the Service Delivery Director 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.
• Drive 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.
• Act as the point of contact for customer escalation issues.
• Improve service maturity of CoE business line to increase efficiency by establishing methodologies and processes to ensure quality, consistency, repeatability, and efficiency in solution delivery.
• Expand CoE business line financial contributions by working with Sales and Account Management to develop a CoE program tailored to customers’ requirements.
• Demonstrate reliability in execution of quality CoE services and success in delivery of contracted services.
• Own CoE engagements in ION’s resource management system (Kimble), updating resource demand profiles and supporting resource owners with resource allocation.
• Manage resource demand, attend staffing calls in respective areas, and follow escalation processes.
• 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.
• Line management for CoE Delivery Managers within business vertical.
• Collaborate with Senior Director or Vice President on the team’s growth strategy.
• Prioritize team’s tasks and ensure balance across the team with Senior Director or Vice President.
• Contribute to employee performance appraisals for personnel assigned to CoE engagements throughout the calendar year.
• Manage large/complex COE programs or strategic engagements for key clients.

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.
• Experience with Treasury Management Software or Commodities is preferred.
• Excellent client-facing and influencing skills.
• Strong interpersonal, 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 simultaneously.
• Proven leadership skills with teams of five or more professionals.
• 10+ years of experience with comprehensive life cycles software, consulting, or systems integration firm with delivery responsibility to client organizations.
• 10+ years of relevant industry experience.

Seniority Level: Director

Employment Type: Full-time

Job Function: Consulting, Information Technology, and Management

Industries: Technology, Information and Media, and Financial Services