Customer Delivery Manager

HP•Mississauga, ON

3d•CA$77,950 - CA$102,000•Hybrid

About The Position

The Customer Delivery Manager (CDM) is a key customer‑facing role within our Managed Services organization, accountable for the end‑to‑end delivery of Managed Print Services (MPS) to enterprise customers. This role focuses on service outcomes, operational governance, and customer satisfaction, acting as the primary point of accountability for service performance. The successful candidate brings deep managed services expertise, strong executive presence, and the ability to independently manage complex operational and commercial situations. Job requires the candidate to be in the office/customer location three times a week.

Requirements

Senior-level experience in Managed Services delivery or a related outsourcing environment.
Proven success owning enterprise customer relationships with accountability for service performance and customer satisfaction.
Strong understanding of service management disciplines, including incident, problem, change, and escalation management.
Ability to operate autonomously with sound judgment in complex, high‑pressure situations.
Experience working across multiple teams and stakeholders to deliver consistent service outcomes.
Strong analytical capability with experience interpreting service data and translating insights into action.
Excellent verbal and written communication skills, with confidence engaging customer leaders and executives.
A continuous improvement mindset with demonstrated success driving service optimization.
Post‑secondary education in Business, Information Technology, or a related field, or equivalent experience.
Extensive experience in customer delivery, service delivery, or service management roles within an MSP, OEM services, or large enterprise environment.

Nice To Haves

ITIL, project management, or service management certifications are considered an asset.

Responsibilities

Act as the primary owner of the customer’s service delivery experience, accountable for operational performance and contractual outcomes.
Ensure services are delivered in line with SLAs, KPIs, and agreed service commitments, proactively addressing risks and performance gaps.
Lead service governance, including operational reviews, business reviews, and structured reporting cadences.
Serve as the main escalation point for service‑related issues, leading resolution and recovery activities as required.
Analyze service performance trends and metrics to identify root causes, improvement opportunities, and optimization initiatives.
Partner with cross‑functional delivery, sales, and support teams to ensure seamless, end‑to‑end managed services delivery.
Manage complex customer interactions, including performance discussions, expectation alignment, and service recovery conversations.
Drive continuous improvement initiatives that enhance service quality, operational efficiency, and customer value.
Maintain strong awareness of service delivery financials, including cost‑to‑serve and margin impact.
Lead and execute moderate to high‑complexity service initiatives independently, managing priorities and outcomes.
Act as a subject‑matter expert, providing guidance and mentoring to peers where appropriate.