Client Delivery Manager

**This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Client Delivery Manager based in the United States.** The Client Delivery Manager will play a critical role in strengthening customer relationships and ensuring successful delivery of technology and managed services solutions. This customer-facing position combines strategic account management, IT service expertise, and business consulting to drive measurable client outcomes. You will act as a trusted advisor, helping organizations maximize the value of their services while improving satisfaction, adoption, and long-term success. The role requires a strong understanding of ITIL/ITSM practices, customer success strategies, and operational improvement initiatives. You will collaborate with cross-functional teams to resolve challenges, identify growth opportunities, and support contract performance. This is an opportunity for a relationship-driven professional to influence customer experience, business growth, and service excellence. The ideal candidate thrives in a dynamic environment where ownership, problem-solving, and continuous improvement are highly valued. ### 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. - 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 manageme…