Client Delivery Manager

About Thrive

Thrive is an expanding enterprise specializing in technology solutions such as Cloud, Cyber Security, Networking, Disaster Recovery, and Managed Services. We cultivate a vibrant corporate culture focused on engineering excellence, customer-first values, and cutting-edge services, offering a dynamic environment for career development rather than just a typical job.

Role Overview

The Client Delivery Manager (CDM) acts as the key liaison for client accounts, responsible for fostering strategic partnerships and delivering measurable value from services. This role manages contract profitability, drives customer success metrics, and seeks growth opportunities with a foundation in ITIL/ITSM plus strong business insight.

Key Responsibilities

• Develop strong relationships with main client stakeholders to understand their business challenges and objectives.
• Identify current issues and desired results related to contracted services, ensuring the delivery of tangible customer value.
• Collaborate with internal resources to resolve complex problems, optimize product/service use, and promote best practice adoption.
• Enhance customer lifetime value through improved adoption, satisfaction, retention, advocacy, and contract renewals.
• Oversee contract P&L management to meet and enhance financial targets annually.
• Manage client onboarding, training sessions, customer advocacy programs, and escalations effectively and promptly.
• Utilize platforms such as ServiceNow and CustomerGauge for service management and customer feedback.

Required Qualifications and Skills

• A minimum of five years in digital roles related to client delivery management, preferably within Managed Services.
• Proficient in customer relationship management, business operations, change management, process improvements, project management, and risk mitigation.
• Strong ITIL/ITSM background supported by relevant certifications such as Lean Six Sigma.
• Demonstrable business acumen including experience with financial and P&L responsibilities.
• A college degree in a relevant discipline or equivalent practical experience.
• Basic understanding of emerging technologies including AI and workflow management.

Desired Personal Attributes

• Highly customer-centric with a proactive mindset.
• Strong collaborator capable of cross-functional teamwork.
• Accountable and results-driven with a commitment to ownership.
• Excellent listening skills and learning agility with a growth-oriented attitude.
• Ethical, dependable, and adaptable to continuous change.
• Initiative-taking with readiness to tackle challenges head-on.

Additional Competencies

• Experience or familiarity with Agile frameworks and Six Sigma methodology is advantageous.

Compensation and Equal Opportunity

Thrive aims to offer competitive and equitable compensation based on role scope, market standards, location, and candidate qualifications. We evaluate candidates without bias toward any legally protected characteristic.