Customer Delivery Manager
About The Position
The Customer Delivery Manager (CDM) is accountable for end‑to‑end customer delivery success, spanning operational service execution, financial performance, and long‑term customer value. This role owns the customer relationship post‑sale, ensuring services are delivered in accordance with contractual commitments while driving renewals, profitability, and growth. The CDM acts as the single point of accountability for service health, customer satisfaction, and business outcomes, partnering closely with Sales, Operations, and cross‑functional teams to deliver measurable value and sustain the customer relationship.
Requirements
- Four-year or Graduate Degree in Computer Science, Information Technology, Business Administration, or any other related discipline or commensurate work experience or demonstrated competence.
- Typically has 4-7 years of work experience, preferably in ITIL/ITSM, business, customer support, or a related field or an advanced degree with 3-5 years of work experience.
- Effective Communication
- Financial Acumen (Cost, Margin, P&L awareness)
- Results Orientation
- Learning Agility
- Digital Fluency
- Customer Relationship & Stakeholder Management
Nice To Haves
- Preferred Certifications NA
- Knowledge & Skills NA
Responsibilities
- Develops and nurtures excellent customer satisfaction by owning operational relationships and understanding local requirements for strategic contributions.
- Owns the overall customer delivery relationship, serving as the primary operational and strategic point of contact.
- Owns delivery cost management, expense targets, and service profitability for assigned accounts.
- Manages deal and account financial performance, including revenue forecasting, cost analysis, and margin protection.
- Serves as the primary contact for operational issues, managing performance metrics, reporting, and communication.
- Manages expense targets and ensures performance goals for service delivery, implementing corrective actions as needed.
- Manages risk for low-risk projects and supports timely, cost-effective SLA delivery across functions.
- Leads a team for seamless service delivery, contributes to service delivery plans, and supports custom solutions.
- Provides support to all account delivery managers within assigned region on issues such as management of difficult accounts and high-quality customer communications.
- Measures and reports KPIs, identifies revenue opportunities, and ensures compliance with policies and regulations.
- Drives alignment around business review meetings, regular reporting intervals, structures, and cadences.
- Solves difficult and complex problems with a fresh perspective, demonstrating good judgment in selecting creative solutions and managing projects independently.
- Leads moderate to high complexity projects, delivering professionally written reports, and supports the realization of operational and strategic plans.
Benefits
- Health insurance
- Dental insurance
- Vision insurance
- Long term/short term disability insurance
- Employee assistance program
- Flexible spending account
- Life insurance
- Generous time off policies, including; 4-12 weeks fully paid parental leave based on tenure
- 11 paid holidays
- Additional flexible paid vacation and sick leave
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
