Client Delivery Manager

About Us Thrive is a rapidly growing technology solutions provider focusing upon Cloud, Cyber Security, Networking, Disaster Recovery and Managed Services. Our corporate culture, engineering talent, customer-centric approach, and focus upon “next generation” services help us stand out amongst our peers. Thrive is on the look-out for individuals who don’t view their weekdays spent at “a job”, but rather look to develop valuable skills that ignite their passion and lead to a CAREER. If you’re attracted to a “work hard, play hard” environment, seeking the guidance, training and experience necessary to build a lucrative career, then welcome to THRIVE!! Position Overview 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) Requirements 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…