Client Services Manager

AOS; Grimsby; On-site; CAD 90,000 - 120,000; Full time

Job summary

AOS in Canada is seeking a Client Services Manager to own the client experience across Services and Solutions, coordinating the full lifecycle from intake to transition.

You will manage service coordination, ticket flow, schedules, budgets and risks, translating technical updates into clear client communications while leading cross-functional teams.

AOS emphasizes reliability, accountability and continuous improvement in a fast-moving MSP environment.

Qualifications

• Client service or operational experience in an MSP or IT services environment.
• Strong working knowledge of IT infrastructure, networks, cloud services, cybersecurity and end-user support.
• Ability to understand technical issues, assess urgency and impact, and coordinate the right resources and next steps.
• Confidence translating technical information into clear, client-friendly communication.
• Strong communication, organization and relationship-management skills.
• Experience coordinating schedules, resources, budgets, risks and competing priorities.
• Experience using PSA, RMM and project-management tools.
• Sound judgment, accountability and a collaborative, coachable approach.

Responsibilities

• Act as a primary point of contact for service updates and escalations.
• Ensure clients receive clear, timely and proactive communication.
• Build trusted relationships by understanding client needs, setting clear expectations and consistently following through.
• Balance an exceptional client experience with team capacity and operational priorities.
• Identify service risks early and coordinate an appropriate response.
• Oversee the flow of service requests from intake through resolution.
• Review priorities, assign the appropriate resources and maintain visibility into ticket status and next steps.
• Monitor workloads, schedules and availability to support effective resource decisions.
• Coordinate across teams to prevent gaps, delays and misalignment.
• Monitor SLA performance and ensure commitments are met with quality and consistency.
• Escalate concerns early, with clear context and recommended next steps.
• Own solution delivery from the approved Sales handoff through closeout and transition to Services.
• Confirm scope, requirements, timelines, budgets, resources and client expectations.
• Build and maintain clear delivery plans and schedules.
• Coordinate internal teams, vendors and client stakeholders throughout delivery.
• Provide consistent updates on progress, decisions, risks and outstanding actions.
• Monitor budgets, timelines and delivery quality, addressing concerns before they affect the client.
• Manage closeout and ensure documentation, outstanding items and responsibilities are properly transitioned to Services.
• Improve workflows, documentation and communication to reduce manual work, rework and service gaps.
• Support the effective use of PSA, RMM, automation and AI-enabled tools.
• Contribute to Pathways, AOS's centralized AI platform and knowledge base.
• Use service data and feedback to identify and implement practical improvements.

Skills

Client service

Solution delivery

Operational experience

MSP

IT services

Tools

PSA

RMM

Project mgmt tools

AI tools

Job description

The Client Services Manager owns the client experience across Services and Solutions, creating clear, reliable and consistent delivery from the initial request through completion.

Working across clients, Sales, Services and Solutions, this role manages service coordination, ticket flow and the full solution lifecycle, from approved Sales handoff through planning, delivery, closeout and transition to Services. This includes schedules, resources, communication, budgets and risks.

Strong technical knowledge is essential. While this is not a hands-on technical support role, the successful candidate must understand IT environments, assess technical requirements and risk, ask the right questions and confidently coordinate technical resources. You must be able to translate technical information into clear updates for clients and internal teams.

We're looking for someone dependable, thoughtful and curious who takes ownership, adapts quickly and cares about outcomes. You'll bring structure to a fast-moving environment, challenge the status quo and continually find better ways to work.

Client Service Ownership

• Act as a primary point of contact for service updates and escalations.
• Ensure clients receive clear, timely and proactive communication.
• Build trusted relationships by understanding client needs, setting clear expectations and consistently following through.
• Balance an exceptional client experience with team capacity and operational priorities.
• Identify service risks early and coordinate an appropriate response.

Service Coordination and Resource Management

• Oversee the flow of service requests from intake through resolution.
• Review priorities, assign the appropriate resources and maintain visibility into ticket status and next steps.
• Monitor workloads, schedules and availability to support effective resource decisions.
• Coordinate across teams to prevent gaps, delays and misalignment.
• Monitor SLA performance and ensure commitments are met with quality and consistency.
• Escalate concerns early, with clear context and recommended next steps.

Solution Delivery

• Own solution delivery from the approved Sales handoff through closeout and transition to Services.
• Confirm scope, requirements, timelines, budgets, resources and client expectations.
• Build and maintain clear delivery plans and schedules.
• Coordinate internal teams, vendors and client stakeholders throughout delivery.
• Provide consistent updates on progress, decisions, risks and outstanding actions.
• Monitor budgets, timelines and delivery quality, addressing concerns before they affect the client.
• Manage closeout and ensure documentation, outstanding items and responsibilities are properly transitioned to Services.

Systems and Continuous Improvement

• Improve workflows, documentation and communication to reduce manual work, rework and service gaps.
• Support the effective use of PSA, RMM, automation and AI-enabled tools.
• Contribute to Pathways, AOS's centralized AI platform and knowledge base.
• Use service data and feedback to identify and implement practical improvements.

What You Bring

• Client service, solution delivery or operational experience in an MSP or IT services environment.
• Strong working knowledge of IT infrastructure, networks, cloud services, cybersecurity and end-user support.
• The ability to understand technical issues, assess urgency and impact, and coordinate the right resources and next steps.
• Confidence translating technical information into clear, client-friendly communication.
• Strong communication, organization and relationship-management skills.
• Experience coordinating schedules, resources, budgets, risks and competing priorities.
• Experience using PSA, RMM and project-management tools.
• Sound judgment, accountability and a collaborative, coachable approach.

What Success Looks Like

• Clients remain informed, confident and well supported.
• Service requests and solution engagements have clear ownership, priorities and next steps.
• Resources are aligned based on urgency, skills and capacity.
• Solutions are delivered within agreed scope, timelines and budgets.
• Risks are identified early, and transitions to Services are complete and well documented.
• Service quality, client satisfaction and internal efficiency continue to improve

How We Work

At AOS, we expect people to be consistent, responsive, attentive, thoughtful, engaged and approachable. We look for people who show up, take ownership, lead with kindness and approach challenges with curiosity.

The Client Services Manager Is Expected To

• Communicate proactively, clearly and consistently, no surprises.
• Take ownership of outcomes, follow through and close the loop.
• Partner with others to solve problems, not police them.
• Balance client needs with a positive and sustainable employee experience.
• Choose collaboration over ego, accountability over blame and quality over shortcuts.
• Remain calm, constructive and solutions-focused when priorities shift or challenges arise.
• Be open to feedback and continuously look for better ways of working.

Success in this role depends not only on what you deliver, but also on how you work with others. Being dependable, professional, coachable and easy to work with is essential to building trust and creating a high-performing environment for our clients and team.

AOS is an equal-opportunity employer. We value diversity and are committed to creating an inclusive environment where everyone feels they belong. Reasonable accommodations are available throughout the recruitment process, and we will work with you to meet your needs.