Client Delivery Manager

This is a fully remote position, open to applicants in Canada.

📋 Description

• Commitment to ownership and orchestration of client delivery.

• Oversee activities across F12 delivery streams, ensuring a unified view of commitments, timelines, dependencies, and risks for a specified group of strategic clients.

• Governance, cadence, and reporting responsibilities.

• Organize and lead monthly and quarterly service meetings, compile summaries, maintain action/risk logs, and ensure follow-up actions are executed.

• Management of escalations and issues.

• Serve as the escalation point for service-related issues, ambiguous requests, out-of-scope items, and inter-team obstacles.

• Hands-on leadership and support for delivery.

• Act as a contributor closely engaged with delivery realities, stepping in as needed to directly assist with coordination, problem-solving, and resolution of issues. A pragmatic and action-oriented individual who ensures that gaps are identified and actively addressed through direct involvement when necessary.

• Alignment with stakeholders and management of expectations.

• Ensure alignment between F12 and client stakeholders regarding priorities, scope, delivery rhythm, and necessary decisions.

• Performance monitoring and continuous improvement initiatives.

• Assess whether delivery meets contractual obligations, identify gaps, and promote structural improvements in processes, coordination, and service visibility.

• Structured intake and coordination for out-of-scope requests.

• Evaluate new requests, make routing decisions, and transform vague inquiries into governed actions or appropriately scoped follow-up tasks.

⛳️ Requirements

• 7–10+ years of experience in service delivery management, client success, managed services, or program delivery within a managed service provider (MSP), enterprise IT services, or consulting environment.

• Proven track record in coordinating delivery for complex enterprise clients across various technical and operational workstreams.

• Extensive experience with client governance, service reviews, status reporting, escalations, KPI/SLA oversight, and continuous improvement efforts.

• Relevant certifications such as ITIL, PMP, PRINCE2, Prosci, or similar in service delivery, project, or change management.

• Familiarity with Microsoft-centric enterprise environments, including Microsoft 365, Copilot, endpoint management, cloud solutions, security, or adoption/change initiatives.

• Demonstrated capacity to manage stakeholder expectations and foster trusted relationships across technical, operational, and leadership levels.

• Strong understanding of managed services delivery, governance of service scope, and structured management of escalations and out-of-scope requests.

• Adequate technical fluency to collaborate effectively with Microsoft-focused delivery teams across M365, cloud, security, endpoint, and project services.

• Excellent organizational, communication, and follow-through skills, capable of providing structure and clarity to complex client commitments.

• Must be eligible and prepared to travel to the United States as needed to support client engagements and meet organizational objectives.

🏝️ Benefits

• Three weeks of vacation plus additional Flex Days.

• Opportunities for leadership development.

• Growth coaching available.

• Reimbursement for educational advancement and certifications.

• Health Spending Account or RRSP matching options.

• Extended health care benefits.

• Coverage for dental and vision care.

• Disability and life insurance included.

• Employee assistance program offered.

• Tuition reimbursement available.

• Paid time off provided.

• On-site parking facilities.

• High-quality office amenities.

• Company events organized regularly.