Strategic Client Delivery Lead - Growth & Success

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

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.