Client Delivery Manager

We need to output HTML fragment with sections: About the role? Actually the posting includes "About Us" and "Position Overview". The instructions: use

for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). Do NOT repeat the job title as a heading. We need to include sections only when posting has real, specific content. So we need to parse content. We have: - About Us: description of company. Could be "About the role"? Actually "About Us" is about company, not role. But we can treat as "About the role"? The instruction says use headings like About the role, Responsibilities, etc. We can choose appropriate headings based on content. We have sections: Position Overview (describes role). Benefits (list of bullet-like items). Tools (list). Qualifications (list). Skills (list). Attributes (list). Experience (list). Desired Behaviors (list). Added Skills That Will Help (list). Also there is "Location: Remote / Hybrid (travel to client sites)" - that's location, not a heading we have; we could put in a short

maybe under a generic heading? Not required. We must not include Pay or Schedule unless specified; not present. We must not include filler like "commensurate with experience" as heading content; but we can include that text inside a

if it's part of qualifications. We must remove boilerplate: cookie/navigation/legal/EEO etc. Not present. We must preserve ALL substantive information. We need to output only HTML fragment, no /, no markdown fences. Thus produce something like:

About Us

Thrive is a rapidly growing technology solutions provider focusing upon Cloud, Cyber Security, Networking, Disaster Recovery and Managed Services. Our corporate culture, engineering talent, customer-centric approach, and focus upon "next generation" services help us stand out amongst our peers. Thrive is on the look-out for individuals who don't view their weekdays spent at "a job", but rather look to develop valuable skills that ignite their passion and lead to a CAREER. If you're attracted to a "work hard, play hard" environment, seeking the guidance, training and experience necessary to build a lucrative career, then welcome to THRIVE!!

Position Overview

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)

Then sections: Benefits? Actually the bullet list under "Benefits" heading in the posting is actually a list of responsibilities? It says "Benefits" then bullet list: Understands Customer Business Problems ... etc. That seems like responsibilities/duties. But heading is "Benefits". However we should follow instruction: use heading "Benefits" only if posting actually states benefits (like compensation, health insurance). This list is not benefits; it's more like responsibilities. But the posting explicitly labels it "Benefits". Should we treat it as a section heading "Benefits"? The instruction says: "Use

for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)." It gives examples but we should include a section only when posting has real, specific content for it. The posting has a heading "Benefits" with content. So we should include a

Benefits

and put the list items. Similarly "Tools" is not in the example list but we can still use

Tools

as a heading (though not in examples, but we can still use heading; instruction says use

for section headings (e.g. ...). It doesn't forbid other headings; we can use any appropriate heading. Probably okay. "Qualifications" heading present; we should include. "Skills" heading present. "Attributes" heading present. "Experience" heading present. "Desired Behaviors" heading present. "Added Skills That Will Help" heading present. We need to use

• for any list of duties/requirements/benefits. So each of those sections that contain bullet points should be turned into
  • ... etc. We need to preserve all substantive information; not invent or summarize. Let's extract each section's content. From posting: About Us: paragraph as above. Position Overview: paragraph as above plus location line. Benefits: after "Benefits" line, there is a list: Understands Customer Business Problems Build strategic relationships with key client stakeholders Identify current pain points and desired outcomes affected by services under contract Provide measurable value to the customer (Value Realization) Drive Customer Success Outcomes Solve complex customer problems by partnering with Thrive resources to meet customer expectations Help customers optimize utilization of existing and available products and/or services Ensure best practice adoption across the customer environment Lead 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 year Expand revenue in accounts through opportunity identification Prepare and drive successful contract renewals Ideal candidate would have a strong mixture of ITIL and business acumen leaning on ITIL as the foundation Note: The last sentence seems like a qualification but it's under Benefits section. We'll keep as list item. Then "Oversee Activities" maybe a subheading? Actually after Benefits list, there is "Oversee Activities" then list: Manage customer onboarding activities Facilitate training and enablement Drive customer advocacy initiatives Manage and resolve escalations promptly Then "Tools" heading then list: ServiceNow Platform CustomerGauge Key Performance Indicators (KPIs) NPS / CSAT Retention NRR / GRR (FY27) Engagement (account activity, executive/POC engagement) Then "Qualifications" heading then list: Skills Customer relationship management Business operations Change management (end-to-end) Process improvement Project management (scoping, planning, milestone tracking, documentation) Risk management Attributes Customer-centric attitude and proactive approach Team player: capable of working with and across functional teams Results oriented: takes accountability as customer advocate and Thrive business owner Digitally fluent: understands basic AI and workflow principles Active listener: attentive to both customer and internal partners Learning 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 certifications College degree preferred in a related field or commensurate work experience General understanding of technology and managed services Desired Behaviors Teamwork: works well across customer and Thrive environments Adaptability: embraces constant change Honest and high integrity Strong work ethic (dependable, confident) Willingness to learn and continuously improve Willingness to lean in (run to the fire) Ownership and accountability Initiative: proactive - acts without waiting to be told Added Skills That Will Help Agile methodology Six Sigma Note: There's also "Skills" heading earlier? Actually after Qualifications there is "Skills" then list of skills (Customer relationship management etc). Then "Attributes". Then "Experience". Then "Desired Behaviors". Then "Added Skills That Will Help". So we have multiple headings. We need to decide how to structure: The posting already has headings: Qualifications, Skills, Attributes, Experience, Desired Behaviors, Added Skills That Will Help. We'll keep those as

    headings. But note that under Qualifications there is a sublist "Skills" then "Attributes" then "Experience". Actually the posting shows: Qualifications Skills Customer relationship management... Attributes ... Experience ... Thus the Qualifications heading may be a container for sub-sections. But we can treat each as separate heading: Skills, Attributes, Experience, Desired Behaviors, Added Skills That Will Help. The Qualifications heading may be redundant; but we could keep it as a heading and then have subheadings? However instruction: use

    for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). It suggests we could have a Qualifications section that contains sub-items. But the posting already splits Qualifications into Skills, Attributes, Experience, Desired Behaviors, Added Skills That Will Help. To avoid duplication, we could treat Qualifications as a heading and then inside have

    with all items? But that would lose the substructure. Better to follow the posting's structure: treat each of those as headings. Thus final HTML:

    About Us

    ...

    Position Overview

    ...

    Location: Remote / Hybrid (travel to client sites)

    Benefits

    • Understands Customer Business Problems
    • Build strategic relationships with key client stakeholders
    • Identify current pain points and desired outcomes affected by services under contract
    • Provide measurable value to the customer (Value Realization)
    • Drive Customer Success Outcomes
    • Solve complex customer problems by partnering with Thrive resources to meet customer expectations
    • Help customers optimize utilization of existing and available products and/or services
    • Ensure best practice adoption across the customer environment
    • Lead 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 year
    • Expand revenue in accounts through opportunity identification
    • Prepare and drive successful contract renewals
    • Ideal candidate would have a strong mixture of ITIL and business acumen leaning on ITIL as the foundation

    Oversee Activities

    • Manage customer onboarding activities
    • Facilitate training and enablement
    • Drive customer advocacy initiatives
    • Manage and resolve escalations promptly

    Tools

    • ServiceNow Platform
    • CustomerGauge
    • Key Performance Indicators (KPIs)
    • NPS / CSAT
    • Retention
    • NRR / GRR (FY27)
    • Engagement (account activity, executive/POC engagement)

    Skills

    • Customer relationship management
    • Business operations
    • Change management (end-to-end)
    • Process improvement
    • Project management (scoping, planning, milestone tracking, documentation)
    • Risk management

    Attributes

    • Customer-centric attitude and proactive approach
    • Team player: capable of working with and across functional teams
    • Results oriented: takes accountability as customer advocate and Thrive business owner
    • Digitally fluent: understands basic AI and workflow principles
    • Active listener: attentive to both customer and internal partners
    • Learning agility: willing to advance current knowledge level

    Experience

    • 5+ years of digital experience as