Client Delivery Manager

Thrive as a Client Delivery Manager (CDM), a customer-facing role responsible for building strategic relationships and driving measurable success outcomes for our clients. As the primary point of contact for assigned accounts, you will ensure 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

Responsibilities

• You will also help customers optimize utilization of existing and available products and services, lead future lifetime value through higher product adoption and customer satisfaction, and manage customer onboarding activities.
• Establish and maintain strategic relationships with key client stakeholders, ensuring they realize full value from contracted services.
• Identify current pain points and desired outcomes, providing measurable value to the customer and solving complex problems.
• Manage contract P&L, drive successful contract renewals, and expand revenue in accounts through opportunity identification.
• Business operations
• Change management (end-to-end)
• Risk management
• Project management (scoping, planning, milestone tracking, documentation)
• Process improvement
• Digitally fluent: understands basic AI and workflow principles

Requirements

• The ideal candidate will have a strong mixture of ITIL and business acumen, with at least 5 years of digital experience as a CDM.
• Customer relationship management
• Results oriented: takes accountability as customer advocate and Thrive business owner

Learning agility: willing to advance current knowledge level

• Active listener: attentive to both customer and internal partners
• Team player: capable of working with and across functional teams
• Customer-centric attitude and proactive approach

General understanding of technology and managed services

• 5+ years of digital experience as a CDM (Managed Services experience a plus)
• ITIL/ITSM, Lean Six Sigma, and other relevant industry certifications
• Strong work ethic (dependable, confident)
• Willingness to lean in (run to the fire)
• Ownership and accountability
• Honest and high integrity
• Willingness to learn and continuously improve
• Teamwork: works well across customer and Thrive environments

Preferred

• College degree preferred in a related field or commensurate work experience
• Strong general business acumen (financial/P&L acumen a plus)
• Initiative: proactive – acts without waiting to be told
• Adaptability: embraces constant change
• Agile methodology
• Six Sigma