Client Experience Delivery Lead

InVita Healthcare Technologies, Inc.; Baltimore (MD); Hybrid; USD 125,000 - 135,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

InVita Healthcare Technologies, Inc. is seeking a Service Delivery Manager to lead client experiences and ensure delivery excellence from a senior, customer-facing role.

The position is hybrid in Baltimore, MD, requiring 3 days on-site in the office, with standard business hours and potential additional hours as needed. Reporting to the Client Experience Director, you will manage relationships, SLA adherence, and incident resolution, while spotting opportunities for service expansion and

Qualifications

• Bachelor’s degree or equivalent professional experience across service management.
• Knowledge of ITIL framework and managed services.
• Strong stakeholder and relationship management skills.

Responsibilities

• Owns the client relationship on behalf of InVita and partners with customers as a trusted advisor.
• Ensures services are delivered in line with contractual SLAs and reviews with clients.
• Orchestrates internal teams to resolve incidents and requests on time.
• Defines and negotiates support frameworks and manages transitions for new customers.
• Leads continuous improvement of KPIs, processes, and tooling for best-in-class delivery.
• Identifies commercial opportunities for upsell or additional services.
• Maintains high client satisfaction and delivers per Service Level Agreement.

Skills

Relationship management

Stakeholder management

English fluency

Executive communication

Education

Bachelor’s degree or equivalent

Tools

ITIL framework

Job description

InVita Healthcare Technologies, Inc. is seeking a Service Delivery Manager to lead client experiences and ensure delivery excellence from a senior, customer-facing role.

The position is hybrid in Baltimore, MD, requiring 3 days on-site in the office, with standard business hours and potential additional hours as needed. Reporting to the Client Experience Director, you will manage relationships, SLA adherence, and incident resolution, while spotting opportunities for service expansion and