Client Delivery Lead — Remote, Growth & Value Realization

Thrive; Boston (MA); Hybrid; USD 90,000 - 130,000; Full time

Job summary

Thrive seeks a Client Delivery Manager to build strategic relationships and drive measurable outcomes for Thrive clients. The role focuses on value realization across contracted services, with P&L awareness and growth opportunities. The CDM collaborates across teams to deliver best-in-class service and customer satisfaction.

The candidate will leverage ITIL/ITSM expertise along with business acumen in a remote/hybrid environment, traveling to client sites as needed.

Qualifications

• 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.

Responsibilities

• Build strategic relationships with key client stakeholders and identify value.
• Lead onboarding, training, enablement and advocacy initiatives.
• Drive renewals and expansion opportunities while managing expectations.
• Coordinate cross-functional teams to ensure service value realization.
• Monitor health metrics and escalate issues to ensure client success.

Skills

Customer relationships

Business operations

Change management

Process improvement

Project management

Risk management

Education

Bachelor's degree or commensurate experience

Tools

ServiceNow Platform

CustomerGauge

Job description

Thrive seeks a Client Delivery Manager to build strategic relationships and drive measurable outcomes for Thrive clients. The role focuses on value realization across contracted services, with P&L awareness and growth opportunities. The CDM collaborates across teams to deliver best-in-class service and customer satisfaction.

The candidate will leverage ITIL/ITSM expertise along with business acumen in a remote/hybrid environment, traveling to client sites as needed.