CLIENT DELIVERY MANAGER JOB DESCRIPTION

A Client Delivery Manager owns the relationship between a professional services firm and its client portfolio, from kickoff through long-term account growth. Few roles carry this combination: commercial accountability for P&L performance alongside day-to-day responsibility for SLA adherence across multiple active engagements. When a delivery team misses a milestone or a client escalation reaches the executive level, this is the person the organization looks to. Working across Agile and waterfall delivery methodologies, the Client Delivery Manager operates at the point where contractual commitments meet real-world execution.

As the Client Delivery Manager, you will own end-to-end service delivery for a portfolio of B2B technology clients, balancing client satisfaction targets, P&L oversight, and team performance within contractual SLA frameworks. You sit between senior account leadership and delivery teams, accountable to both for quality outcomes and revenue retention across concurrent programs.

Career Impact: Managing a live P&L and executive-level client relationships in the IT services sector builds the commercial and operational credibility that differentiates Senior Delivery Directors from senior project managers.

Business Impact: The accounts you manage rely on your oversight to meet contractual SLAs, renew programs, and grow - a lapsed relationship or missed milestone in this portfolio translates directly to lost recurring revenue.

Growth Opportunity: The scope of this role spans Agile delivery governance, account growth, and financial management, creating a direct path toward Account Director or VP of Delivery roles within a 2-4 year horizon.

• Own end-to-end delivery accountability across a portfolio of B2B technology client engagements, meeting SLA and contractual commitments.
• Lead executive-level client reviews (weekly, monthly, quarterly), including preparation, facilitation, and post-meeting follow-up actions.
• Manage P&L performance across assigned accounts, tracking gross margin, cost of delivery, and financial targets against the operational business case.
• Coordinate internal cross-functional teams including engineering, recruitment, finance, and legal to resolve delivery gaps and client escalations.
• Conduct root cause analysis on recurring delivery issues and present structured remediation plans to client stakeholders and internal leadership.
• Define and maintain project plans, scope documentation, risk registers, and change control records across concurrent programs.
• Identify and pursue organic account growth opportunities, supporting proposal development and SOW scoping in collaboration with sales and account leadership.
• Monitor client satisfaction metrics, including NPS and CSAT scores, and drive improvement initiatives when performance falls below target thresholds.

• Bachelor's degree in Business Administration, Computer Science, or a related field, or equivalent work experience.
• 5 or more years of client-facing delivery or operations management experience, with direct accountability for SLA performance across multiple simultaneous engagements.
• Demonstrated ability to manage P&L or financial performance within a client account context.
• Proven experience leading executive-level stakeholder communications and escalation resolution in a B2B professional services environment.
• Strong command of Agile delivery frameworks, including Scrum and Kanban, applied in a client engagement or product delivery context.
• Demonstrated ability to define project scope, manage risk registers, and drive change control processes across complex cross-functional programs.
• Exceptional written and verbal communication skills, with the ability to present to C-suite audiences and produce clear, concise program documentation.
• Proven ability to manage competing priorities across multiple accounts simultaneously, with strong organizational and time management discipline.

• Project Management Professional (PMP) certification or Agile/Scrum certification (CSM, SAFe) in active standing.
• Experience managing delivery of digital transformation or technology implementation projects spanning design, development, and go-live phases.
• Familiarity with ITIL service management principles and their application in a managed services or outsourced delivery context.
• Track record of identifying and closing expansion revenue within existing client accounts, including contributing to RFP responses or SOW negotiations.

• Client SLA adherence rate, measuring the percentage of contractual commitments met per reporting period.
• Account gross margin against OBC targets, reflecting financial discipline in delivery cost management.
• Client NPS and CSAT scores, tracking satisfaction trends across the managed portfolio on a quarterly basis.
• Escalation resolution time (days to closure), measuring how quickly raised client issues reach documented resolution.
• Account retention and renewal rate, indicating whether managed clients renew or expand their program scope.
• Organic growth contribution (pipeline value added), measuring new SOW opportunities sourced within existing accounts.
• Typical tools: Project tracking (commonly Jira or Monday.com); presentation and reporting (commonly Microsoft PowerPoint and Excel).

• Base Salary Range: $95,000-$135,000 annually, depending on seniority and portfolio size
• Bonus: Performance-based, typically 10-20% of base salary tied to account and P&L targets
• Equity: Rare in services firms; stock options or RSUs more common at Director level and above
• Health Benefits: Medical, dental, and vision coverage; employer contribution standard
• PTO: 15-20 days annually, plus public holidays; some firms offer flexible or unlimited PTO
• Common Perks: Remote or hybrid flexibility, travel budget for client site visits, professional certification reimbursement

Figures are estimates based on general US market benchmarks and may be outdated. Adjust based on location, company size, and seniority level.

Background checks and verification of work authorization in the United States are conditions of employment for this position. All applicants are considered without regard to race, color, religion, sex, national origin, age, disability, veteran status, genetic information, or any other characteristic protected under applicable federal, state, or local law. Candidates requiring reasonable accommodations during the application or interview process are encouraged to make that request at any time.

The Client Delivery Manager owns end-to-end P&L accountability and client engagement across a portfolio of accounts, negotiating contract terms and driving upsell opportunities to increase gross profit. Working alongside recruitment, finance, legal, and sales teams, this role shapes the commercial and operational outcomes that sustain long-term client relationships.

Key Responsibilities

• Build and develop stable business relations with clients to increase effectiveness and continuously improve cooperation.
• Manage client engagement, stakeholder relationships, P&L, and CSAT.
• Negotiate terms of contracts, including orders for individual projects and rates.
• Strive to increase gross profit in implemented projects and the level of satisfaction of key customers.
• Drive business development and growth with an entrepreneurial mindset focused on upsell opportunities.
• Collaborate closely with internal departments including recruitment, finance, legal, and sales across locations.
• Participate in recruitment projects and cooperate with recruiters to deliver the best possible service to meet client demands.

Required Qualifications

• Bachelor's degree or equivalent work experience preferred.
• Knowledge of Scrum, SAFe, Kanban, Agile, Lean principles, XP, and DevOps.
• Proficient with project management tools such as Jira, Rally, Microsoft Project, and Visio.
• Experience interacting with business and IT individuals at all levels, including the executive level.
• Strong planning and organizational skills with an ability to manage competing demands.
• Excellent oral and written communication skills in English.
• Strong interpersonal skills, including mentoring, coaching, collaborating, and team building.
• Proven ability to lead software development projects and ensure objectives, goals, and commitments are met.

Embedded within the APAC operations function, the Client Delivery Manager leads the full implementation lifecycle for client people and technology projects, from transition planning through vendor management and progress reporting. Working closely with third-party vendors, internal stakeholders, and the Director of Implementation and Operations, this role delivers the customer success outcomes that underpin long-term client retention.

Core Functions

• Lead overall implementation and customer success for client people and technology projects.
• Define transition plans and timelines, managing all stakeholders, scope, and activities for the duration of implementation.
• Engage key internal and external stakeholders with exceptional communication.
• Monitor and manage enhancement and modification requests, assisting with technical configuration.
• Manage and monitor processes with a view to continual improvement.
• Establish, manage, and maintain relationships with third parties and vendors.
• Provide periodic reporting and monitoring of progress, escalating to management as required.
• Publish success stories, usage metrics, and insights from client implementations.

Qualifications & Experience

• 3 to 5 years of system implementation and project delivery experience.
• Proficient with Microsoft Office and O365.
• High level of analytical skills, with superior attention to detail and ability to remain task-focused.
• App-related experience advantageous.
• Excellent written and oral presentation skills.
• Open to extensive domestic travel.

Reporting to senior operations leadership, the Client Delivery Manager ensures service delivery meets or exceeds contractual SLAs across ongoing operations and projects while continuously enhancing client relationships across all regions. Partnering with global operations teams, quality analysts, and coordinators, this role drives the root cause analysis and onboarding processes that sustain measurable client satisfaction.

Primary Duties

• Ensure service delivery meets or exceeds all contractual service level agreements across ongoing operations and projects.
• Collaborate with global operations teams to establish and maintain client satisfaction and continuously enhance client relationships across all regions.
• Leverage solutions and efficiencies across multiple regions.
• Act as a subject matter expert on company services including operations, standard delivery model, and product offerings.
• Cooperate with management, quality analysts, and coordinators to resolve errors and omissions promptly.
• Drive key learning areas across all clients in collaboration with internal quality and service teams.
• Lead internal review meetings and initiatives to manage or improve service delivery.
• Prepare and present statistics and performance reports for clients.
• Perform client onboarding and offboarding, acting on escalations and ad hoc requests as needed.
• Conduct root cause analysis to understand foundational issues and present potential solutions.

Skills & Qualifications

• Solid level of technical expertise across a breadth of client issues.
• Demonstrated ability to manage multiple relationships and projects concurrently.
• Strong active listening and constructive questioning skills to build a clear understanding of client circumstances.
• Ability to positively influence the behaviors and decisions of clients and colleagues.
• Able to work independently with general instruction, prioritizing and organizing work effectively.
• Able to work well under pressure to provide results on time and to a high standard.

Sitting at the intersection of client relationship management and learning program delivery, the Client Delivery Manager guides certification product portfolios from project launch through completion across industries including high-tech, financial services, and healthcare. Operating across instructional design teams, external localization partners, and sales stakeholders, this role builds the customer satisfaction record that drives commercial renewal of learning programs.

Duties

• Manage delivery of online learning programs for clients across multiple industries.
• Serve as the primary point of contact from project launch through program completion.
• Guide client learning programs in partnership with learning experience consultants and instructional designers.
• Document audience, course delivery, and reporting requirements, recommending program attributes to meet client needs.
• Facilitate virtual learner orientation and discussion sessions.
• Collaborate with internal subject matter experts and project team members.
• Leverage external partners in managing content localization and implementation.
• Act as product expert for sales and other internal partners, contributing to pre-sale scoping conversations as needed.
• Contribute to commercial success of the certification product portfolio through high customer satisfaction and proactive process improvements.

Education & Experience

• Bachelor's degree (BA or BS) required.
• Professional experience in a client-facing role essential.
• Demonstrated client relationship management experience.
• Experience working in learning management systems (LMS) or learning experience platforms (LXP) is a plus.
• Excellent project management skills with keen attention to detail and the ability to prioritize with minimal supervision.
• Superior written and verbal communication skills that require minimal editing.
• Ability to quickly synthesize new information to inspire senior-level client confidence.
• Able to work under pressure in a highly collaborative, fast-paced environment, with a growth mindset and commitment to continuous learning.

A key member of the services and technical operations team, the Client Delivery Manager delivers measurable cost efficiency and customer satisfaction across managed service contracts by conducting performance reviews and streamlining service execution processes. Collaborating across program managers, technical teams, and business partners, this role sustains the client relationships that protect recurring service revenue.

Functions

• Collaborate with program managers and services resources to provide added technical value.
• Work with services managers and technical teams to ensure customer satisfaction.
• Participate as a key contributor in quarterly and ad hoc business reviews.
• Maintain efficiency and manage costs in service execution.
• Reduce costs and streamline processes to improve financial performance without negatively affecting client or customer experience.
• Research and involve organizational resources to correct inaccuracies and improve ineffective client experiences.
• Conduct customer evaluations and monthly and quarterly performance reviews, including preparation and delivery of presentations.
• Maintain open communication with technical teams, IT, and business partners.
• Manage project plans, ensuring they are properly communicated and finalized.
• Act as the primary point of contact for customers, bridging managed service contracts.

Requirements

• Minimum 5 years of experience in field service delivery.
• Minimum 2 years in operations management.
• Proven leadership and people management skills, with the ability to support and mentor junior staff.
• Proven ability to multi-task, manage competing priorities, and demonstrate a high degree of flexibility, including shift and out-of-hours work.
• Able to manage sensitive and confidential information with discretion.
• Excellent customer-facing and customer service skills.
• Excellent written, verbal, and organizational communication skills.
• Self-motivated, proactive, and able to take responsibility for work and outcomes.

Coordinating SLA compliance, staff activities, and stakeholder communications across a project portfolio depends on the Client Delivery Manager, who advises clients on implementation strategies and resolves production problems to ensure on-time delivery. Based within the IT organization, this role aligns technology services with business requirements to enable high-quality, client-centric outcomes.

Accountabilities

• Manage and oversee staff responsible for implementing and controlling the relationship between the customer and the IT organization.
• Negotiate and manage agreed service level agreements.
• Ensure effective communication between IT management and business customers regarding services, including monitoring and timely reporting on service and operational levels.
• Align IT services with related business requirements.
• Coordinate activities of staff and consultants to provide high-quality client-centric services.
• Provide consultation and guidance to clients on project management, software design, development, and quality control procedures.
• Advise clients on implementation strategies, processes, and technologies.
• Identify, investigate, and resolve production problems to ensure timely delivery of information and products.
• Manage a project portfolio to meet specific priorities and objectives.
• Communicate and coordinate project deliverables with multiple stakeholders including customers, partners, managers, and project team members.

Experience & Qualifications

• Bachelor's degree in Business Administration or a related field required.
• Project Management certification required.
• 5 years of experience in a client delivery or operations management position, with at least 2 years of direct client contact and personal selling experience.
• Experience in a client-facing ICT industry role.
• Experience working with large and small enterprises preferred.
• Proven track record of achievement within client delivery and project management roles.

As the Client Delivery Manager, this role leads the end-to-end client relationship for a portfolio of digital technology accounts, managing NPS measurement, team onboarding, and resource forecasting to maintain performance and satisfaction on a quarterly basis. The client services function relies on this work to identify account growth opportunities, resolve escalations, and keep delivery aligned with evolving client needs.

Activities

• Ensure service delivered to clients results in a high-quality experience.
• Manage a portfolio of clients, spending the majority of time on client site.
• Build relationships with stakeholders and swiftly resolve issues raised by stakeholders or internal teams.
• Build and source teams for clients based on project needs and available skills.
• Manage onboarding, rotation, training, and resource forecasting in collaboration with clients.
• Act as the first point of escalation for delivery issues and represent delivery at customer meetings.
• Manage NPS, measure performance, and assess client satisfaction on a quarterly basis.
• Support account growth and relationship development planning.
• Advise clients on company services and make recommendations to address their needs.

Technical Qualifications

• Experience in the digital technology space.
• Demonstrated experience managing account documents including opportunity pipeline, stakeholder maps, and company profiles.
• Track record of managing monthly invoicing including time approvals and ensuring contracts and purchase orders are in place for every engagement.
• Ability to identify and qualify new business opportunities.
• Strong interpersonal, communication, and active listening skills to build trusting client and colleague relationships.
• Skilled in problem-solving, adaptability, and time management across multiple concurrent client engagements.
• Detail-oriented with strong attention to financial management and planning.

Client Delivery Manager leads end-to-end project implementation across the payments and financial services sector, adapting delivery methodologies to stakeholder requirements and tracking activities to manage project interdependencies. Success in the position means projects consistently meet intended objectives, are delivered on time and within budget, and stakeholders at all organizational levels are aligned throughout.

Operational Focus

• Manage end-to-end implementation of projects, including internal and external stakeholder management, project planning, and overseeing delivery.
• Conduct regular evaluation and retrospective analysis of project management performance, optimizing and improving processes as required.
• Ensure projects meet intended objectives and are delivered on time and within budget.
• Lead project planning sessions and workshops.
• Adapt project management methodologies to suit internal and external stakeholder requirements.
• Adopt a collaborative approach to ensure stakeholders are aware of responsibilities and sufficient resourcing is available to meet desired outcomes.
• Identify, monitor, and implement controls to mitigate key project risks.
• Track and manage project activities and deliverables, developing mitigation strategies to manage project interdependencies.

Position Requirements

• Tertiary qualification in a business-related discipline with proven project management experience.
• Demonstrated knowledge of project management methodologies, with Agile preferred.
• Sound understanding of the payments industry and experience working on complex financial or IT-related projects.
• Highly developed analytical, problem-solving, and solution-defining capabilities.
• Strong stakeholder management capability with the ability to communicate effectively and build rapport across all organizational levels.
• Proficient with Microsoft Suite including Teams, SharePoint, Word, Excel, PowerPoint, and Visio.
• Proven skills with project management tools such as Monday.com or Smartsheet are advantageous.
• Exceptional time management with the ability to work autonomously and in cross-functional teams.

The Client Delivery Manager oversees delivery and growth across a portfolio of IT programs serving the federal government marketplace, managing cross-disciplinary teams and driving proposal development for new business capture. Reporting to account and corporate leadership alongside a Business Development Director and Account Architect, this role advances the contractual performance and customer satisfaction outcomes that support long-term account expansion.

Key Deliverables

• Manage delivery and growth across a portfolio of existing programs and potential new clients.
• Build and maintain partner relationships, manage people, and support innovation across the account.
• Drive organic growth and support new business development including capture and proposal development in partnership with corporate resources.
• Ensure effective delivery on existing programs and expand client footprint, meeting customer satisfaction targets.
• Manage and oversee compliance with contractual requirements.
• Meet delivery, growth, financial, and employee satisfaction goals.
• Manage a team with a diverse array of talents and responsibilities, creating organizational resiliency.
• Proactively identify and manage risks and issues across multiple concurrent high-visibility projects.

Knowledge, Skills & Abilities

• Bachelor's or master's degree in business, computer science, or a related field.
• Minimum 10 years of experience in the IT field, with at least 6 years managing multiple cross-disciplinary IT teams on large, complex programs.
• Proven experience in program management with a demonstrated track record of delivering high-visibility, challenging projects.
• Deep understanding of the federal government marketplace, including experience responding to RFPs and RFIs.
• Outstanding verbal and written communication skills.
• Ability to establish trusted relationships with government points of contact and partners, and to work in a multi-vendor environment.
• Excellent time management with the ability to juggle multiple tasks under strict deadlines.

Embedded within a cross-disciplinary delivery consultancy, the Client Delivery Manager produces end-to-end complex digital experience projects spanning multiple markets, industries, and delivery methodologies, from brief shaping through budget management and team alignment. Working closely with discipline leaders across design, strategy, and technology, this role advances the delivery management capability that enables clients to launch websites, eCommerce platforms, and mobile applications on time and within scope.

Areas of Ownership

• Structure and manage end-to-end complex digital experience projects across multiple markets and disciplines using a range of delivery methodologies.
• Shape briefs, estimates, and delivery plans for new and existing clients, producing all required project documentation.
• Build strong client relationships and ensure clear and concise communication at all times.
• Identify and escalate risks and find proactive solutions.
• Manage project budgets, scope, and quality of delivery in collaboration with discipline leaders across design, strategy, and technology.
• Prioritize workloads and ensure teams across design, strategy, and technology disciplines are aligned and updated.
• Lead team meetings both externally and internally.
• Identify opportunities to improve existing processes and ways of working with clients and internally.
• Develop delivery management capability and mentor team members.

Professional Experience

• Agile certification (e.g., Scrum) or equivalent preferred.
• Experience in a client-facing consultancy or agency environment.
• Experience working with strategy, design, product, and development teams to launch complex digital products end-to-end, such as websites, eCommerce platforms, or mobile apps.
• Demonstrable experience with Waterfall, Agile, and other delivery and design methodologies.
• Understanding of common web technologies, technical architecture, platforms, CMS, and services.
• Understanding of UX and UI design is preferable.
• Experience working with remote and dispersed teams and third parties.
• Meticulous attention to detail and organizational skills, with strong commercial awareness and problem-solving ability.
• Able to manage multiple stakeholders, including teams, partners, and clients, to deliver the best outcome for every client challenge.

Reporting to senior account and sales leadership, the Client Delivery Manager develops all aspects of project execution, from scope definition and change control through executive-level service reviews, for medium- to large-scale enterprise customers. Partnering with cross-functional teams, sales, and account management, this role refines the internal feedback loop that integrates client needs into process and service improvements.

Role Responsibilities

• Lead delivery of company services by acting as the project and relationship liaison between client partners and internal resources.
• Manage all aspects of project execution, including scope definition, requirements gathering, project planning, change control, risk management, and reporting.
• Manage customer communications, serving as the primary interface for all customer issues and resolutions.
• Build and nurture strong professional relationships with client stakeholders and key personnel.
• Lead, schedule, and manage customer service reviews at weekly, monthly, and quarterly intervals, often with executive leadership.
• Facilitate complex team meetings involving business and technical resources, including internal and external audiences.
• Act as the voice of the customer by providing internal feedback on client needs and collaborating with cross-functional teams to integrate client feedback into processes and service offerings.
• Ensure consistency and adherence to company standards, processes, and policies across all projects.
• Collaborate with sales and account management teams to identify areas for account growth and future opportunities.

Background & Experience

• Bachelor's degree required.
• PMP certification preferred.
• Minimum 10 years of experience leading complex cross-organizational projects delivered on time and with high quality, preferably serving medium to large-scale enterprise customers.
• Proven ability to influence others with demonstrated experience in major project and client relations ownership.
• Experience leading data-driven analyses in a cross-functional, multi-geographical organization.
• Advanced proficiency in Excel, Word, and PowerPoint.
• Strong communication skills with the ability to present reports and status updates to diverse audiences.
• Sound business judgment and analytical skills.
• Ability to travel domestically 20 to 30% of the time, with a hybrid in-office and remote schedule.

Sitting at the intersection of operational accountability and executive client engagement, the Client Delivery Manager orchestrates multiple service towers to meet SLA, P&L, and cost commitments as the single point of end-to-end service delivery for contracted accounts. Operating across local, regional, and global delivery layers, this role strengthens ITIL-compliant service transformation that creates incremental revenue opportunities and positions clients as reference accounts.

Job Functions

• Manage overall delivery commitments to the client as the single point of end-to-end service delivery accountability, meeting delivery targets and operating within the agreed financial model.
• Execute end-to-end service transformation and project delivery to meet contractual requirements, SLAs, and profit and loss targets.
• Develop and nurture client relationships at the executive level, supporting the Account Director in establishing the customer as a reference account and driving growth opportunities.
• Analyze delivery requirements at local, regional, and global levels to contribute to the client's strategic business plan and create incremental revenue opportunities.
• Drive transformation of the client's environment to deliver high-value, cost-effective solutions compliant with ITIL processes.
• Promote client satisfaction through efficient service delivery, proactively managing issues and identifying optimization opportunities while managing scope, resources, and cost.

Minimum Qualifications

• ITIL or ITSM certification at foundation level (V2 or V3) required.
• Demonstrated experience in the telecommunications or ICT industry in a customer-centric role.
• Proven track record of achieving and exceeding operational goals with multiple customers.
• Ability to demonstrate financial management of a P&L.
• Demonstrated understanding of current and future trends in the service management market.
• Ability to build and sustain strong customer relationships at the senior level.
• Strong influence, negotiation, and persuasive communication skills across multiple audiences.
• Ability to work and perform in a matrixed organizational structure, managing cross-cultural and cross-functional teams.
• Ability to coach, mentor, and develop Junior Delivery Managers.

A key member of the payments implementation leadership team, the Senior Client Delivery Manager develops subject matter expertise in integrated and omnichannel payment solutions, overseeing high-profile customer projects from planning through OKR reporting while maintaining awareness of PCI compliance mandates and scheme changes. Collaborating across product, engineering, and implementation leadership, this role advances the market-leading payment delivery standards that protect client satisfaction and on-time delivery.

Strategic Responsibilities

• Manage high-profile customer and partner projects from planning through completion, following clear and well-maintained project plans.
• Establish customer delivery development priorities and identify roadblocks, taking accountability for quality, on-time delivery, and client satisfaction.
• Collaborate with product and engineering teams on product definition changes based on evolving customer needs to maintain market-leading payment solutions.
• Present project reports and updates to key stakeholders at monthly and quarterly business review meetings.
• Act as an escalation point for customers and colleagues, resolving incidents and implementing measures to prevent reoccurrence.
• Develop subject matter expertise in integrated and omnichannel payments solutions, maintaining and sharing knowledge through documentation and training sessions.
• Monitor changing technical trends in the payment processing industry, including PCI compliance and scheme mandates, and assess their impact on customer projects.
• Take ownership of team OKRs, drive achievement of end goals, and present results to the wider business.

Required Qualifications

• Senior-level experience working within a technical team and handling complex customer technical integrations.
• Senior-level experience in business analysis and managing stakeholder relationships, including difficult conversations.
• Experience managing integrated and omnichannel payment solutions projects.
• Knowledge of Cloud Services, ITIL, and Agile methodology.
• Knowledge of APIs, Java environments, and SDKs.
• Working knowledge of operating systems including Windows, Linux, Android, and iOS, with proficiency in Microsoft Office applications.
• Proven background in managing multiple projects and presenting to stakeholders.
• Creative, strategic, and forward-thinking with strong problem-solving and analytical skills, highly organized with keen attention to detail.
• Multilingual capability preferred (French, German, Spanish, or Italian).

Sustained account growth and the commercial success of consulting engagements serving large enterprise clients depend on the Client Delivery Manager, who drives the full business development cycle from SOW scoping through pipeline management while mentoring the next generation of consultants. Serving as a thought partner to senior delivery leadership and client stakeholders on partner channel strategies, this role manages resource utilization and project budgets to deliver outcomes that exceed expectations.

What You'll Do

• Contribute to renewal and sale of follow-on projects through proactive client engagement.
• Partner with senior delivery leadership to identify and pursue new business opportunities.
• Drive the business development process by scoping work, creating budgets, writing statements of work, managing pipeline, and providing regular updates to leadership.
• Ensure project scope and deliverables are aligned with client goals.
• Guide teams in creating project plans that reflect client needs and define a clear path to completion.
• Oversee team execution to ensure delivery of a high-quality client experience that exceeds expectations.
• Serve as a thought partner and trusted adviser to clients on partner channel-focused strategies and approaches.
• Mentor and coach team members, providing actionable feedback on work products and supporting career development.
• Manage project plans, resource utilization, and project budgets, setting daily and weekly priorities to ensure milestones are met.
• Report project status to clients and senior leadership, maintaining project hygiene and integrity across systems.
• Contribute to resource allocation, including staffing, hiring, and onboarding, and lead firm management and planning activities.

Qualifications & Experience

• Bachelor's degree in Communications, Business, Marketing, Finance, or Economics, or equivalent experience.
• 8 or more years of consulting experience serving large enterprise clients, spanning channel strategy, business operations, project management, and change management.
• 6 or more years of team leadership and people development experience.
• 6 or more years of experience leading consulting projects end-to-end requiring strategic and creative thinking.
• Proven experience owning client relationships and driving sales at a consulting firm.
• Advanced resource management and utilization capabilities.
• Proficient with Microsoft Word, PowerPoint, Excel, Outlook, Teams, and OneNote.
• Experience with PowerBI, Tableau, HubSpot, QuickBase, and SharePoint is a plus.
• Exceptional communication, relationship management, and interpersonal skills, with strong business acumen.

As the Client Delivery Manager, this role leads Agile program management across multiple delivery teams, coaching a team of Scrum Masters on milestone tracking, risk management, and iterative delivery against client roadmaps in the financial, software, and digital sectors. The delivery organization relies on this work to sustain team health metrics, facilitate scrum of scrums, and provide clients and senior management with transparent reporting on roadmap progress.

Day-to-Day Responsibilities

• Provide leadership within client delivery, utilizing Agile program management skills to lead strategic complex programs across multiple delivery teams.
• Serve as a people leader and Agile coach for a team of Scrum Masters and the broader Agile community.
• Take deep accountability for delivery including ownership of milestone tracking, delivery forecasting, and risk and dependency management.
• Create and shape patterns for delivery teams that drive transparency, predictability, and successful delivery against roadmaps.
• Partner with group-level leadership to advocate for team needs and communicate with portfolio management on upcoming projects, delivery targets, and staffing concerns.
• Guide teams in release planning, cross-team coordination, and facilitating scrum of scrums as needed.
• Coach teams as they inspect and adapt between iterations, identifying clear actions and helping teams hold themselves accountable and measure success.
• Track and improve overall team health and metrics, reporting to senior management and clients.
• Coordinate team demonstrations of completed work and provide additional reporting as required by clients.

Skills & Qualifications

• Scrum Master Certification preferred.
• 5 or more years of experience working with Agile teams, with at least 3 years in a Scrum Master role combined with people management exposure.
• Experience in program management with demonstrated ability to ask critical questions and hold teams accountable toward successful deliveries.
• Experience in the financial, software, or digital sectors strongly preferred.
• Experience in client-facing roles and conducting client-facing meetings, workshops, and expectation management.
• Experience working with diverse scrum teams across varying sizes, cultures, and co-located or distributed contexts.
• Strong knowledge of Agile metrics and charts including burndown, velocity, burnup, and CFD, with ability to interpret and coach from them.
• Proficient with Jira or equivalent issue and project tracking software.
• Proven analytic, problem-solving, and verbal and written communication skills.