Client Delivery Manager
Remote · Calgary, Alberta, Canada
Job Summary
Senior client-facing delivery leader orchestrating cross-functional delivery for strategically important enterprise clients. Owns governance, cadence, reporting, and escalation management, ensuring alignment of commitments, deadlines, dependencies, and risks across delivery streams. Balances hands-on coordination with leadership oversight to drive service performance, continuous improvement, and adherence to contractual outcomes. Works with Microsoft-centric delivery teams on M365, cloud, security, endpoint, and adoption/change programs; elevates stakeholder alignment and communicates priorities, scope, and decisions. Travels as needed to support US-based client engagements; collaborates with governance forums, action/risk logs, and structured intake to convert unclear requests into properly scoped follow-on work.
Required Qualifications
- 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
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