Client Delivery Manager

Thrive; Woburn; Hybrid; GBP 60,000 - 90,000; Full time

Job summary

Thrive is seeking a Client Delivery Manager (CDM) to build strategic client relationships, drive value realization, and manage contract P&L. The role blends ITIL/ITSM expertise with business acumen, focusing on customer success and revenue expansion across remote and hybrid client engagements with travel to sites.

You will lead onboarding, enablement, and advocacy initiatives, while ensuring high satisfaction through proactive problem-solving and cross-team collaboration.

Qualifications

• 5+ years of digital experience as a CDM or similar role.
• ITIL/ITSM, Lean Six Sigma, and related certifications.
• Strong general business acumen with P&L understanding.
• College degree preferred or commensurate work experience.

Responsibilities

• Build strategic relationships with key client stakeholders.
• Identify pain points and desirable outcomes for services.
• Provide measurable value and drive success metrics.
• Solve complex customer problems by coordinating Thrive resources.
• Expand account revenue and drive contract renewals.
• Onboard customers and facilitate training.
• Drive customer advocacy and manage escalations promptly.

Skills

Customer relationship management

Business operations

Change management (end-to-end)

Process improvement

Project management (scoping, planning,

Risk management

Tools

ServiceNow Platform

CustomerGauge

Job description

About us:

The Client Delivery Manager (CDM) is a customer-facing role responsible for building strategic relationships and driving measurable success outcomes for Thrive clients. The CDM serves as the primary point of contact for assigned accounts, ensuring that clients realize full value from contracted services while managing contract P&L and identifying growth opportunities. The ideal candidate combines ITIL/ITSM expertise with strong business acumen and a passion for customer success.

Location: Remote / Hybrid (travel to client sites)

Understands Customer Business Problems

• Build strategic relationships with key client stakeholders.
• Identify current pain points and desired outcomes affected by services under contract.
• Provide measurable value to the customer (Value Realization).

Drive Customer Success Outcomes

• Solve complex customer problems by partnering with Thrive resources to meet customer expectations.
• Help customers optimize utilization of existing and available products and/or services.
• Ensure best practice adoption across the customer environment.
• Lead future lifetime value through higher product adoption, customer satisfaction, and overall health scores (including advocacy and reference-ability).
• Manage contract P&L to deliver to expectations and improve year over year.
• Expand revenue in accounts through opportunity identification.
• Prepare and drive successful contract renewals.
• Ideal candidate would have a strong mixture of ITIL and business acumen leaning on ITIL as the foundation.

Oversee Activities

• Manage customer onboarding activities.
• Facilitate training and enablement.
• Drive customer advocacy initiatives.
• Manage and resolve escalations promptly.

Tools

• ServiceNow Platform
• CustomerGauge

Key Performance Indicators (KPIs)

• NPS / CSAT
• Retention
• NRR / GRR (FY27)
• Engagement (account activity, executive/POC engagement)

Qualifications:

Skills

• Customer relationship management
• Business operations
• Change management (end-to-end)
• Process improvement
• Project management (scoping, planning, milestone tracking, documentation)
• Risk management

Attributes

• Customer-centric attitude and proactive approach
• Team player: capable of working with and across functional teams
• Results oriented: takes accountability as customer advocate and Thrive business owner
• Digitally fluent: understands basic AI and workflow principles
• Active listener: attentive to both customer and internal partners
• Learning agility: willing to advance current knowledge level

Experience

• 5+ years of digital experience as a CDM (Managed Services experience a plus)
• Strong general business acumen (financial/P&L acumen a plus)
• ITIL/ITSM, Lean Six Sigma, and other relevant industry certifications
• College degree preferred in a related field or commensurate work experience
• General understanding of technology and managed services

Desired Behaviors

• Teamwork: works well across customer and Thrive environments
• Adaptability: embraces constant change
• Honest and high integrity
• Strong work ethic (dependable, confident)
• Willingness to learn and continuously improve
• Willingness to lean in (run to the fire)
• Ownership and accountability
• Initiative: proactive – acts without waiting to be told

Added Skills That Will Help

• Agile methodology
• Six Sigma