Client Delivery Manager

About the role

Customer experience

• Engage frequently with customers and maintain relationships with IT leadership and C-suite stakeholders.
• Measure customer satisfaction, respond to CSAT results, and represent customer interests within service operations.
• Understand customer business goals, IT alignment, competitive landscape, and industry influences.
• Prepare and present service metrics and KPIs during Monthly Operations Reviews and Quarterly Business Reviews.
• Facilitate Annual Executive Reviews focused on business results, industry trends, and IT innovation.
• Collaborate with Sales on solutions and services; understand company capabilities and partner offerings.
• Oversee customer deployments, manage contract change requests, and coordinate delivery resources.
• Act as an escalation contact for interruptions affecting customer business operations.

Operational management

• Work with service operations to improve delivery and participate in incident resolution and root cause analysis.
• Manage service contract P&L and provide updates to leadership.
• Support service teams during escalations requiring customer communications and provide proactive feedback.
• Manage service delivery governance quality, consistency, accuracy, completeness, and timeliness.
• Lead and develop a large team to improve team performance and engagement.

What we’re looking for

• At least 10 years of IT industry experience; IT infrastructure and business applications knowledge is preferred.
• At least 5 years in service delivery, account management, operations management, or a similar position.
• Excellent written and spoken English; bilingual English and French is an asset.
• At least 5 years leading and building a large team.
• Strong customer-facing skills and ability to shorten customer time to value.
• Ability to explain complex technical solutions to audiences with different levels of expertise.
• Teamwork, flexibility in a fast-paced environment, willingness to share ideas, and enthusiasm for learning.

Salary

• Salary is CAD 81,000 annualized.

Workplace

• This role is fully onsite in Calgary, Canada.