Customer Delivery Manager - Project Management Office Accounts
About The Position
The Customer Delivery Manager is responsible for formulating strategy for service delivery, including escalation and change management, performance metrics, customer communication, cost management, and oversight of high-risk projects. The role leads cross-functional efforts, ensures service-level agreement (SLA) delivery and policy compliance, and contributes to account strategy and organizational growth. It proactively addresses issues that could affect service delivery and drives optimization while managing scope, resources, delivery costs, and coordination. The position applies advanced subject-matter knowledge to complex projects and business issues, using independent judgment to resolve challenges and establish policies. It develops productive internal and external relationships and may mentor and guide lower-level employees. The role works on complex problems requiring in-depth evaluation of multiple factors and may lead or provide expertise to functional project teams and participate in cross-functional initiatives. It includes 50% travel; relocation is not offered.
Requirements
- A four-year or graduate degree in Computer Science, Information Technology, Business Administration, or a related discipline, or commensurate work experience or demonstrated competence.
- At least 7 years of work experience, preferably in ITIL/ITSM, business, customer support, or a related field.
- Effective communication, results orientation, learning agility, digital fluency, and customer centricity.
Responsibilities
- Formulate strategies for performance metrics, escalation, change management, and customer communication.
- Own expense and cost targets for service delivery requirements, and develop, implement, and monitor expense controls.
- Manage high-risk projects, lead cross-functional teams, and implement corrective actions.
- Oversee timely SLA delivery, manage vendor negotiations, and contribute to account and strategic plans.
- Identify revenue opportunities, ensure policy compliance, and contribute to organizational goals and initiatives.
- Drive cross-organization optimization efforts, lead knowledge management strategies, and improve customer engagement processes.
- Develop solutions and participate in presales and change-order negotiations, representing and approving delivery capability and cost solutions.
- Apply advanced subject-matter knowledge, lead and contribute to complex projects, and exercise independent judgment to resolve business issues and establish policies.
- Develop productive internal and external working relationships and potentially provide mentoring and guidance to lower-level employees.
Benefits
- Health insurance
- Dental insurance
- Vision insurance
- Long-term and short-term disability insurance
- Employee assistance program
- Flexible spending account
- Life insurance
- Paid parental leave of 4–12 weeks based on tenure
- 11 paid holidays
- Flexible paid vacation and sick leave
- Bonus and/or equity opportunities
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What This Job Offers
Job Type
Full-time
Career Level
Senior
