Client Delivery Leader – Remote IT Services

Microserve; United States; Remote; USD 49,000 - 67,000; Full time

Job summary

Microserve is seeking a Client Delivery Manager to oversee all customer relationships and contract agreements within the Managed Services team. The CDM will report to the Lead Client Delivery Manager and can be remote across Western Canada.

The CDM ensures customer-centric decisions align with technical standards and contracts, driving satisfaction, retention, and profitability. You’ll manage client communications across MMS and other departments and document all actions and due dates.

Qualifications

• Account management experience with customer-focused delivery in IT services.
• Strong understanding of ITSM processes (incidents, requests, changes).
• Experience with ITIL practices and service governance.
• Excellent communication with clients and internal teams.
• Proven ability to lead and coordinate cross-functional work.

Responsibilities

• Manage client relationships and contract commitments for the MMS team.
• Coordinate communications across Professional Services, Sales, Accounting, and 3rd parties.
• Lead monthly/quarterly client meetings with agendas and minutes.
• Monitor SLA adherence and drive escalation and RCA when needed.
• Prepare materials for QBRs and technology planning activities.
• Document action items, issues, and customer feedback in IT Glue/CRM.

Skills

Account management

ITSM

ITIL

Customer service

Leadership

Tools

ConnectWise

Remedy

ServiceNow

Service Desk Express

Autotask

Job description

Microserve is seeking a Client Delivery Manager to oversee all customer relationships and contract agreements within the Managed Services team. The CDM will report to the Lead Client Delivery Manager and can be remote across Western Canada.

The CDM ensures customer-centric decisions align with technical standards and contracts, driving satisfaction, retention, and profitability. You’ll manage client communications across MMS and other departments and document all actions and due dates.