Client Delivery Manager

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

📋 Description

• Act as the primary point of contact for operational customer relationships with assigned Overwatch Elite clients.

• Ensure a thorough understanding of clients’ business goals, strategic priorities, expectations, and success metrics.

• Manage the complete delivery experience and ensure services align with contractual obligations, client expectations, and desired results.

• Facilitate customer governance and service reviews that connect SLA performance, operational trends, risks, sentiment, and improvement actions with client priorities.

• Promote accountability for customer commitments, service requests, action items, and operational deliverables.

• Oversee client onboarding and the 90-day adaptive burn-in process.

• Keep onboarding plans, milestones, dependencies, risks, and stakeholder communications updated.

• Validate operational readiness, which includes monitoring, documentation, support processes, escalation protocols, and stakeholder alignment.

• Act as the client-facing leader during P1 incidents, major service-impacting events, and escalations.

• Coordinate technical teams, leaders, vendors, and third parties throughout the resolution process while ensuring clear client communication.

• Manage problem resolution, post-incident reviews, root cause analysis, and both corrective and preventive actions.

• Organize resources from engineering, architecture, Service Desk, Security Operations, Professional Services, Customer Success, Account Executive, and Managed Services around customer priorities.

• Maintain precise customer documentation, operational records, service procedures, and governance artifacts.

• Assist with service expansions, integrations, migrations, and operational enhancements.

• Safeguard the confidentiality and security of client information.

⛳️ Requirements

• Bachelor's degree in a relevant field or an equivalent combination of education and experience.

• Over 3 years of experience in managed services, IT operations, infrastructure services, service delivery, technical account management, consulting, or a similar client-facing technology position.

• Proven experience in managing strategic customer relationships, leading governance discussions, and aligning service delivery with customer goals and outcomes.

• Experience in coordinating cross-functional technical teams and handling critical incidents, escalations, and recurring service issues.

• Practical knowledge of incident, problem, change, request, escalation, and service-level management.

• Capability to implement practical, risk-based controls in a flexible, high-accountability model, without relying on rigid or process-heavy frameworks.

• Familiarity with workflow automation, systems integration, operational reporting, and Microsoft Office applications.

• Relevant certifications in project management, technical fields, cloud, security, automation, or service management.

• Ability to build rapport, establish credibility, and gain trust from executive, business, and technical stakeholders.

• Strong customer-success mindset and dedication to enhancing customer outcomes and experiences.

• Capacity to balance strategic relationship management with disciplined operational execution.

• Skill in translating technical and operational information into straightforward business discussions and recommendations.

• Excellent problem-solving, root cause analysis, communication, and stakeholder management abilities.

• Aptitude to influence cross-functional teams, drive accountability without direct authority, and operate effectively in a dynamic environment.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health benefits including medical, dental, and vision coverage.

• Opportunities for professional development and career advancement.

• Flexible work arrangements to promote work-life balance.

• Access to cutting-edge technologies and innovative projects.