Manager, Client Delivery

Job Purpose

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.

Responsibilities

• Client Delivery Leadership
  • 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.
• Environment Readiness & Configuration Management
  • 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.
• Team Leadership & Development
  • 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.
• Process Excellence & Reporting
  • 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.
• Cross-Functional Collaboration
  • 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.
• Ongoing Environment Support
  • 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.

Knowledge and Experience

• 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.

Preferred Knowledge and Experience

• 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).