Client Delivery Manager

F12.net•Calgary, AB

About The Position

Initially reporting to the Director, Enterprise Managed Services, the Enterprise Client Delivery Manager is a senior client-facing service delivery leadership role responsible for coordinating, governing, and driving delivery across complex enterprise commitments for a defined set of strategic clients. The role ensures that recurring services, roadmap activities, escalations, reporting, governance forums, and cross-functional delivery teams are aligned to contractual commitments and client outcomes. Unlike a broader account-management role, this position is primarily focused on delivery, orchestration, service performance, stakeholder alignment, and sustained execution against client commitments.

Requirements

7–10+ years of experience in service delivery management, client success, managed services, or program delivery within an MSP, enterprise IT services, or consulting environment.
Proven experience coordinating delivery for complex enterprise clients across multiple technical and operational workstreams.
Strong experience with client governance, service reviews, status reporting, escalations, KPI/SLA oversight, and continuous improvement.
ITIL, PMP, PRINCE2, Prosci, or similar service delivery / project / change management certification.
Experience working with Microsoft-centric enterprise environments involving Microsoft 365, Copilot, endpoint, cloud, security, or adoption/change programs.
Demonstrated ability to manage stakeholder expectations and build trusted relationships across technical, operational, and leadership audiences.
Strong understanding of managed services delivery, service scope governance, and structured handling of escalations and out-of-scope requests.
Sufficient technical fluency to work effectively with Microsoft-focused delivery teams across M365, cloud, security, endpoint, and project services.
Strong organizational, communication, and follow-through skills, with the ability to bring structure and clarity to complex client commitments.
Must be eligible and willing to travel to the United States on an as-needed basis to support client engagements and organizational objectives.

Nice To Haves

Empathy driven communication & user centric mindset
Problem solving & critical thinking
Detail orientation with disciplined execution
Change leadership & stakeholder engagement
Effective facilitation & consultative communication
Organization and ability to manage multiple priorities
Team collaboration and willingness to share knowledge

Responsibilities

Client commitment to ownership and delivery orchestration
Coordinate activities across F12 delivery streams, maintain a single integrated view of commitments, deadlines, dependencies, and risks for the defined set of strategic clients.
Governance, cadence, and reporting: Run/coordinate monthly and quarterly service meetings, prepare summaries, maintain action/risk logs, and ensure follow-through.
Escalation and issue management: Act as the delivery escalation point for service issues, ambiguous requests, out-of-scope items, and cross-team blockers.
Hands-on leadership and delivery support: A contributor who remains close to the delivery reality, stepping in as required to directly support coordination, problem-solving, and issue resolution. They are pragmatic and action-oriented—ensuring that gaps are not only identified but actively resolved through direct contribution when necessary.
Stakeholder alignment and expectation management: Ensure F12 and client stakeholders are aligned on priorities, scope, delivery rhythm, and required decisions.
Performance and continuous improvement: Track whether delivery is meeting contractual intent, highlight gaps, and drive structural improvements in process, coordination, and service visibility.
Structured intake and out-of-scope coordination: Triage new asks, route decisions, and convert unclear requests into governed actions or properly scoped follow-on work.