Service Delivery Director (treasury software)

Affina Search; Greater London; On-site; USD 90,000 - 170,000; Full time

Job summary

An established industry player is seeking a dynamic Client Relationship Director to lead service delivery within their Centre of Excellence. This pivotal role focuses on enhancing client relationships and ensuring high-quality service delivery. With a strong emphasis on accountability and customer satisfaction, you'll manage a portfolio of engagements while collaborating with sales teams to expand service offerings. The ideal candidate will have a robust background in finance and technology, coupled with exceptional leadership and client-facing skills. If you're passionate about driving excellence in service delivery and have the experience to back it up, this opportunity is perfect for you.

Qualifications

• 10+ years of experience in software consulting or systems integration.
• Bachelor's or Master's in Finance, Accounting, Engineering, or Economics.

Responsibilities

• Define CoE scope and strategy to meet customers' business requirements.
• Drive customer satisfaction and manage CoE resource and revenue.

Skills

Client-facing skills

Leadership skills

Interpersonal communication

Project management

Treasury Management Software

Education

Bachelor's Degree in Finance

Master's Degree in Accounting

Degree in Engineering

Degree in Economics

Tools

Kimble (resource management system)

Job description

Client Relationship 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