Lead Client Delivery Manager
Location: Remote - Canada Wide
Opportunity at Microserve

 

Position Purpose and Summary

Microserve is looking for a Lead Client Delivery Manager (Managed Services). The Lead Client Delivery Manager is Accountable for the end-to-end client service experience for assigned high profile clients, while also providing leadership, guidance, and oversight to the Client Delivery Manager (CDM) team within the Microserve Managed Services organization. This position will report to the Director of Managed Services. 

The Lead Client Delivery Manager’s primary goal is to ensure that all decisions and actions related to service delivery continue to put the customer first, while remaining aligned with Microserve’s technical standards, operational practices, and contract and agreement arrangements. In this role, you will be accountable for the end to end client service experience for assigned accounts and serve as the primary operational owner, coordinating Service Desk, NOC, Project, and practice teams to ensure Managed Services are delivered in alignment with agreed commitments. You will be responsible for maintaining strong client communications and relationships for assigned key accounts, while fostering collaboration and consistency across the CDM team and the broader Managed Services organization. 

You will work closely with Client Delivery Managers, Professional Services, Sales, Inside Sales, Accounting, Technical Services, Audio Visual Services, and third party vendors to ensure services are delivered effectively, client expectations are met, and issues are proactively addressed. You will also act as a senior escalation point for complex or high risk service delivery matters and support CDMs in managing client communications, escalations, and service challenges. 

High attention to detail is required, as you will be responsible for overseeing service delivery standards, reviewing client communications and outputs, tracking delivery risks and action items across the CDM portfolio, and ensuring consistency in documentation, reporting, and follow through. You will act as both a client advocate for assigned high profile accounts and a delivery standards authority within Microserve to ensure commitments are met and clients remain informed and satisfied. 

The Lead Client Delivery Manager is ultimately accountable for the quality, consistency, and effectiveness of client delivery across the Managed Services portfolio, while directly contributing to client satisfaction, retention, and departmental profitability through effective contract oversight, risk management, and team leadership. This position requires excellent communication skills, strong organization and attention to detail, sound judgment, timely follow ups, thorough documentation, and a customer focused leadership approach. 

Key Areas of Accountability:

Client Management 

• Builds and maintains strong, trust based relationships with client stakeholders at multiple levels, acting as a consistent, credible, and calm point of contact—particularly during complex, high impact, or escalated situations. 

• Responsible for maintaining and fostering positive ongoing client relationships by ensuring timely correspondence and diligently meeting our commitments. 

• Manage all communications, meetings, and service requests with assigned clients, including relaying information from the MMS team to the customer and facilitating ad hoc meetings as required. 

• Coordinate and route client requests and inquiries across various Microserve teams (e.g., Professional Services, Sales, Accounting) and third parties to ensure seamless service delivery. 

• Facilitate client meetings, typically conducted on a monthly and quarterly basis, by providing meeting agendas 24 hours in advance and meeting minutes 24 hours post meeting. Follow up on action items and maintain an issue log to track progress. 

• Manage and maintain ConnectWise Manage agreements to ensure accurate billing and monitor agreement profitability. 

• Oversee major incident communications to keep clients informed at all times. Act as the primary point of contact for major incident communications between resolving parties, third party vendors, and leadership, ensuring effective communication and timely completion of post incident reviews. 

• Identify requests that fall outside the scope of agreements (e.g., service requests requiring more than four hours of effort), communicate with the client, and initiate the presales process when necessary. 

• Collate monthly, quarterly, and occasional ad hoc statistical reports from various systems such as Power BI. 

• Facilitate meetings with each client as per the agreed schedule and review open tickets in ConnectWise to ensure timely resolution. 

• Monitor dashboards to ensure all service tickets are delivered within SLA, manage breached SLAs by identifying root causes (RCA), and discuss RCA in client monthly operations meetings. 

• Provide input into, coordinate, and assist in preparing materials for client Quarterly Business Reviews and Annual Technology Planning/Budgeting sessions. 

• Escalate operational issues to the NOC Manager and project related issues to the PS Manager when needed, providing proposed solutions whenever possible. 

• Conduct customer satisfaction surveys and questionnaires as part of the service strategy to gauge client satisfaction and identify areas for improvement. 

• Ensure that appropriate internal teams update and maintain accurate documentation in IT Glue, including contacts, technical information, disaster recovery plans, and vendor details, and follow up as required to address gaps or inaccuracies. 

• Collaborate with internal and third party teams to ensure actions are taken and completed to protect and improve services for each client account. 

• Identify issues and open tickets for discrepancies in monthly and quarterly reporting, ensuring prompt and effective resolution. 

• Monitor and track product requests (CW tickets) and sales orders handled by the Sales team to ensure clients are kept informed of order status and estimated delivery timelines, escalating gaps or delays as required. 

• Develop and implement client engagement strategies to enhance customer satisfaction and retention. 

• Conduct regular reviews of client contracts to ensure compliance and identify opportunities for upselling or cross selling. 

• Prepare and present detailed performance reports to senior management, highlighting key metrics, delivery risks, and areas for improvement. 

Leadership and Governance of Client Delivery 

• Provide leadership, mentorship, and day to day guidance to Client Delivery Managers reporting to you to ensure consistent execution of the CDM role. 

• Act as the first escalation point for service delivery, communication, or relationship issues on CDM owned accounts. 

• Review and provide feedback on CDM client communications, meeting outputs, reporting, and documentation to ensure quality and consistency. 

• Retains accountability for the quality, accuracy, and timeliness of all client facing communications related to CDM team communications 

• Oversee workload distribution and account assignments across the CDM team to ensure sustainable delivery and service quality. 

• Support onboarding, training, and professional development of Client Delivery Managers, including identifying development opportunities and supporting career progression. 

Service Performance & Portfolio Oversight 

• Review service delivery performance and SLA trends across the CDM portfolio to identify systemic risks, improvement opportunities, and recurring issues. 

• Provide consolidated service delivery insights and recommendations to Managed Services leadership to support operational planning and decision making. 

• Proactively identify delivery risks across multiple clients and coordinate corrective or preventative actions with internal teams. 

Continuous Improvement of Service Delivery 

• Focus on improving teamwork and communications, fostering innovation, documentation, and a culture of continuous improvement. 

• Work with the Managed Services and Professional Services teams to maximize team productivity and efficiency designed to make the customer rave about our service; from identifying problems and proposing workarounds to writing processes and SOPs so the team knows how to handle specific customer procedures. 

• Lead adoption of new service delivery processes, tools, reporting standards, and operating practices across the Client Delivery Manager function. 

Support Pre Sales and Own New Client Onboarding 

• Collaborate closely with the Account Executive, who holds responsibility for managing the commercial relationship, driving product and services opportunities, and driving account growth. 

• Support presales activities by providing delivery input, scope validation, and risk awareness for complex or high profile opportunities. 

• Ensure appropriate teams are supported with guidance and input for New Client Onboarding procedures and documentation, including communications templates and recommendations for onboarding activities. 

• Partners with the vCIO function, which is responsible for developing strategic technology roadmaps, business cases, and long-term recommendations. 

• Collaborate with the vCIO function to align service delivery with organizational technology strategy, ensuring proactive support for client needs and driving business success through innovation. 

• Provide oversight and guidance during onboarding to ensure a consistent, high quality transition into Managed Services. 

Relationships: 

• Reports to the Director of Managed Services 

• This position will lead a team of Client Delivery Managers 

• Key internal interactions: NOC Manager, Professional Services Manager, Sales (inside and outside sales), VP Sales, VP Services, Manager of Technical Services Director of Technical Services BC, Audio Visual Solutions and Field Services Manager 

• Key external interactions: Clients, Vendors, suppliers, industry contacts 

Requirements: 

• Account Management with Managed Services and IT operations background.  

• An understanding of technology and related processes such as event / alert management, incident and change management. 

• Focus on customer service and prompt communications; with the ability to establish strong relationships with our clients 

• Excellent attention to detail while maintaining a sense of urgency  

• Possess outstanding communication skills, adept at leading challenging discussions, and conveying complex issues clearly to diverse audiences. 

• Maintains high standards for written communication, ensuring all client correspondence and documentation are clear, accurate, timely, and serve as reliable references for clients and internal teams. 

• Maximizing process efficiency through effective team leadership and collaboration. 

• Highly organized and able to keep track of not only their own tasks, but also tasks assigned to all team members. 

• Familiarity with ITSM frameworks (ITIL, CoBIT, etc.) and tools (ConnectWise Manage, Remedy, ServiceNow, Service Desk Express, Autotask) is an asset.

What do you get? 

In accordance with the BC Pay Transparency Act the range for this role for BC residents is $68,000 - $94,000 per year plus a competitive commission structure. 

• Paid vacations
• Additional 5 personal days
• Paid sick days
• Extended Medical and Dental plan from day one
• Amazing employee discounts with over 100+ companies (for example: cell phone plans, computer equipment, insurance, groceries, etc.)
• Fun Wellness & Engagement Activities – Such as chocolate making, exit rooms, staff holiday parties, to name a few
• Community Involvement – We care about giving back to our communities and plan for volunteering events at least once per quarter
• Career advancement opportunities
• Hybrid working environment for specific roles
• Ongoing learning and development opportunities
• Professional development & Training reimbursement support 

At Microserve, we gather compensation benchmarking data across BC & Canada for our roles and use that data to build a salary range for our current team and future talent. Your exact salary is determined based on a combination of your relevant experience, skill, competencies, and internal pay equity. If you feel like this role is your dream job and have questions about compensation and benefits, please get in touch with us as we are always happy to discuss further. At Microserve we believe that compensation conversations should always be ongoing. 

Microserve is committed to a diverse and inclusive workplace. We are an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, disability, age, or other legally protected status. If you would like to request an accommodation, please notify the Recruiter. 


About Us 

At Microserve, we are an industry leader in providing technology solutions to public and private sector clients across Western Canada. Headquartered in Burnaby, BC, with offices in Victoria, Calgary, and Edmonton, we employ over 450 team members and are one of the largest technology solutions providers, recognized for our ability to deliver and innovate to meet the changing needs of our clients.