Manager, Client Delivery

Intercontinental Exchange Holdings, Inc.•Jacksonville, FL

About The Position

ICE Mortgage Technology is seeking a results-driven Manager of Client Delivery to lead and scale the end-to-end onboarding experience for new mortgage technology clients. This role is responsible for ensuring client environments are provisioned, base-level configurations are deployed accurately, and each environment is handed off to Professional Services ready for full implementation. The Manager will work closely with Sales to understand client-specific configuration requirements and translate them into deployment-ready specifications. The ideal candidate combines deep knowledge of SaaS implementation methodologies with strong people leadership, operational rigor, and a passion for delivering exceptional client experiences from day one.

Requirements

7+ years of experience in client delivery, implementation, or professional services within a SaaS or mortgage technology environment.
3+ years in a people leadership role managing onboarding, implementation, or technical delivery teams.
Demonstrated experience with environment provisioning, system configuration, and deployment workflows in a multi-tenant SaaS platform.
Strong understanding of mortgage industry workflows across originations, servicing, or default management.
Proven ability to develop and operationalize standardized onboarding methodologies and playbooks.
Excellent project management skills with experience managing multiple concurrent client engagements.
Strong analytical skills with experience building and interpreting operational dashboards and KPIs.
Exceptional communication skills with the ability to engage effectively with both technical teams and executive stakeholders.

Nice To Haves

Experience with ICE Mortgage Technology products (Encompass, MSP, Servicing, MLS, or related platforms).
Familiarity with configuration management tools, CI/CD pipelines, or infrastructure-as-code methodologies.
PMP, CSM, or similar project management certification.
Experience implementing case deflection strategies through knowledge base development and client self-service tooling.
Background in operational excellence frameworks (Lean, Six Sigma, or similar).

Responsibilities

Own the full lifecycle of client delivery from contract execution through environment handoff to Professional Services, ensuring adherence to defined timelines, milestones, and quality standards.
Develop and continuously improve onboarding playbooks, checklists, and runbooks that standardize the provisioning and configuration process across all product lines.
Serve as the primary escalation point for onboarding-related issues, coordinating cross-functionally with Engineering, Product, and Client Support to drive resolution.
Oversee the provisioning of client environments, ensuring all infrastructure, access controls, and security configurations meet organizational and client-specific requirements.
Ensure base-level configurations (system settings, workflows, user roles, integrations, and data mappings) are deployed accurately to each client instance prior to handoff to Professional Services.
Partner with Engineering and DevOps teams to automate repeatable configuration deployments and reduce manual provisioning effort.
Establish and maintain configuration validation procedures, including pre-handoff checklists and quality assurance checkpoints to ensure environment readiness for Professional Services.
Build, lead, and mentor a high-performing onboarding team, fostering a culture of accountability, continuous improvement, and client-centric thinking.
Define clear roles, responsibilities, and career development paths for onboarding specialists and analysts.
Manage team capacity planning and resource allocation to support concurrent onboarding engagements at scale.
Define and track key onboarding metrics including time-to-handoff, configuration accuracy rate, Professional Services readiness scores, and first-contact resolution during onboarding.
Deliver executive-level reporting and dashboards that provide visibility into onboarding pipeline health, bottlenecks, and team performance.
Identify opportunities for self-service enablement, knowledge base development, and automation that reduce onboarding cycle times and improve the client experience.
Partner with Sales to gather and document client-specific configuration requirements, translating sold scope and client expectations into actionable deployment specifications for the onboarding team.
Manage the structured handoff of fully provisioned and configured client environments to Professional Services, ensuring all base-level configurations are validated and implementation teams have the documentation needed to begin client-specific build-out.
Provide structured feedback to Product and Engineering on recurring configuration challenges, feature gaps, and enhancement opportunities surfaced during onboarding.
Support the development and delivery of client-facing onboarding documentation, training materials, and welcome communications.
Provide ongoing environment administration support to Professional Services throughout the implementation lifecycle, including user provisioning, access management, and system-level configuration changes.
Manage requests from Professional Services for updated configurations, environment adjustments, and deployment of additional settings as implementation requirements evolve beyond the initial base-level setup.
Establish clear service-level agreements and intake processes for environment administration requests, ensuring timely turnaround without disrupting active onboarding engagements.
Maintain documentation of all post-handoff configuration changes and environment modifications to ensure a complete audit trail and support knowledge transfer.