Client Delivery Manager

About us: The Client Delivery Manager (CDM) is a customer-facing role responsible for building strategic relationships and driving measurable success outcomes for Thrive clients. The CDM serves as the primary point of contact for assigned accounts, ensuring that clients realize full value from contracted services while managing contract P&L and identifying growth opportunities. The ideal candidate combines ITIL/ITSM expertise with strong business acumen and a passion for customer success. Location: Remote / Hybrid (travel to client sites) Requirements Understands Customer Business Problems Build strategic relationships with key client stakeholdersIdentify current pain points and desired outcomes affected by services under contractProvide measurable value to the customer (Value Realization) Drive Customer Success Outcomes Solve complex customer problems by partnering with Thrive resources to meet customer expectationsHelp customers optimize utilization of existing and available products and/or servicesEnsure best practice adoption across the customer environmentLead future lifetime value through higher product adoption, customer satisfaction, and overall health scores (including advocacy and reference-ability)Manage contract P&L to deliver to expectations and improve year over yearExpand revenue in accounts through opportunity identificationPrepare and drive successful contract renewalsIdeal candidate would have a strong mixture of ITIL and business acumen leaning on ITIL as the foundation Oversee Activities Manage customer onboarding activitiesFacilitate training and enablementDrive customer advocacy initiativesManage and resolve escalations promptly Tools ServiceNow PlatformCustomerGauge Key Performance Indicators (KPIs) NPS / CSATRetentionNRR / GRR (FY27)Engagement (account activity, executive/POC engagement) Qualifications: Skills Customer relationship managementBusiness operationsChange management (end-to-end)Process improvementProject management (scoping, planning, milestone tracking, documentation)Risk management Attributes Customer-centric attitude and proactive approachTeam player: capable of working with and across functional teamsResults oriented: takes accountability as customer advocate and Thrive business ownerDigitally fluent: understands basic AI and workflow principlesActive listener: attentive to both customer and internal partnersLearning agility: willing to advance current knowledge level Experience 5+ years of digital experience as a CDM (Managed Services experience a plus)Strong general business acumen (financial/P&L acumen a plus)ITIL/ITSM, Lean Six Sigma, and other relevant industry certificationsCollege degree preferred in a related field or commensurate work experienceGeneral understanding of technology and managed services Desired Behaviors Teamwork: works well across customer and Thrive environmentsAdaptability: embraces constant changeHonest and high integrityStrong work ethic (dependable, confident)Willingness to learn and continuously improveWillingness to lean in (run to the fire)Ownership and accountabilityInitiative: proactive - acts without waiting to be told Added Skills That Will Help Agile methodologySix Sigma