Client Delivery Manager

Role Overview

The Client Delivery Manager is a customer-facing role focused on strengthening client relationships and ensuring successful delivery of technology and managed services solutions. You will act as a trusted advisor, combining strategic account management, IT service expertise, and business consulting to drive measurable client outcomes.

Responsibilities

• Serve as the primary point of contact for assigned clients, managing strategic relationships, service outcomes, and account growth.
• Build relationships with key client stakeholders to understand business objectives, challenges, and desired outcomes.
• Identify customer pain points and translate service capabilities into measurable business value.
• Drive customer success initiatives by partnering with internal teams to resolve complex challenges and exceed expectations.
• Support product/service adoption and utilization to improve long-term outcomes.
• Promote best practices across client environments to improve performance and satisfaction.
• Monitor and improve customer health metrics (engagement, satisfaction, advocacy, retention).
• Manage contract performance with P&L responsibilities; identify opportunities to improve profitability and year-over-year growth.
• Identify expansion opportunities and support revenue growth initiatives.
• Lead contract renewals by demonstrating value and maintaining strong partnerships.
• Manage onboarding, ensuring smooth implementation and adoption.
• Facilitate training, enablement, and advocacy programs.
• Manage escalations by coordinating resources and ensuring timely resolution.
• Use tools (e.g., ServiceNow, CustomerGauge) to monitor service performance and customer engagement.
• Track KPIs such as NPS, CSAT, retention, account engagement, and revenue performance.

Requirements

• 5+ years of experience in digital customer delivery, client success, account management, or similar customer-facing technology roles.
• Strong IT service management knowledge and ability to apply ITIL/ITSM in service delivery.
• Excellent communication skills and ability to operate across multiple teams.
• Business acumen including financial awareness and experience with customer value and/or P&L-related responsibilities.
• Experience with customer relationship management, business operations, change management, process improvement, and project management.

Nice to Have

• Experience in managed services environments is highly preferred.