Client Success & Service Delivery 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

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.