Client Delivery Manager

Accountabilities

The Client Delivery Manager will serve as the primary point of contact for assigned clients, managing strategic relationships, service outcomes, and account growth opportunities. This role requires a balance of customer advocacy, operational leadership, financial awareness, and technology expertise.

Build and maintain strategic 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 and improved outcomes.

Drive customer success initiatives by partnering with internal teams to solve complex challenges and exceed client expectations.

Help clients optimize adoption and utilization of available products, services, and solutions.

Promote best practice adoption across customer environments to improve performance and satisfaction.

Monitor and improve customer health metrics, including engagement, satisfaction, advocacy, and retention.

Manage contract performance and P&L responsibilities while identifying opportunities to improve profitability and year-over-year growth.

Identify expansion opportunities within client accounts and support revenue growth initiatives.

Lead successful contract renewals by demonstrating value and maintaining strong customer partnerships.

Manage customer onboarding activities, ensuring smooth implementation and adoption processes.

Facilitate customer training, enablement activities, and advocacy programs.

Manage escalations effectively by coordinating resources and ensuring timely resolution.

Use platforms and tools such as ServiceNow and CustomerGauge to monitor service performance and customer engagement.

Track key performance indicators including NPS, CSAT, retention, account engagement, and revenue performance.

Requirements

• The ideal candidate is a customer-focused technology professional with experience managing strategic client relationships, improving service delivery, and driving business outcomes.
• They should have strong IT service management knowledge, excellent communication skills, and the ability to operate effectively across multiple teams.
• 5+ years of experience in digital customer delivery, client success, account management, or similar customer-facing technology roles.
• Experience working in managed services environments is highly preferred.
• A strong understanding of ITIL/ITSM principles and their application in service delivery environments.
• Strong business acumen, including financial awareness and experience managing customer value or P&L-related responsibilities.
• Experience with customer relationship management, business operations, change management, process improvement, and project management.
• Ability to scope projects, manage timelines, track milestones, and maintain clear documentation.
• Experience identifying risks, managing escalations, and driving continuous improvement initiatives.
• Familiarity with ServiceNow, customer experience platforms, or similar technology management tools.
• Strong collaboration skills with the ability to work effectively across customer and internal teams.
• A customer-centric mindset with a proactive approach to problem-solving and relationship building.
• A results-oriented attitude with strong ownership, accountability, and initiative.
• Digital fluency with an understanding of AI concepts and workflow optimization principles.
• Strong listening skills and the ability to understand customer needs and translate them into action.
• Adaptability and willingness to continuously learn and improve.

Benefits

The position offers a competitive compensation package and the opportunity to work in a flexible environment focused on customer impact, professional development, and long-term success.

Competitive salary based on experience, qualifications, location, and market considerations.

Remote or hybrid work flexibility with travel to client sites as needed.

Opportunity to build strategic relationships with enterprise clients and influence customer success outcomes.

Collaborative environment working with cross-functional teams and technology professionals.

Opportunities for professional growth and continuous learning.

Exposure to modern IT service management practices, digital transformation initiatives, and emerging technologies.

Opportunity to contribute to business growth through customer retention and expansion strategies.

Supportive culture focused on teamwork, accountability, innovation, and continuous improvement.