Client Delivery Manager

Join Thrive as a Client Delivery Manager (CDM), a customer-facing role responsible for building strategic relationships and driving measurable success outcomes for our clients. As the primary point of contact for assigned accounts, you will ensure clients realize full value from contracted services while managing contract P&L and identifying growth opportunities. You will also help customers optimize utilization of existing and available products and services, lead future lifetime value through higher product adoption and customer satisfaction, and manage customer onboarding activities. The ideal candidate will have a strong mixture of ITIL and business acumen, with at least 5 years of digital experience as a CDM.

• Establish and maintain strategic relationships with key client stakeholders, ensuring they realize full value from contracted services.
• Identify current pain points and desired outcomes, providing measurable value to the customer and solving complex problems.
• Manage contract P&L, drive successful contract renewals, and expand revenue in accounts through opportunity identification.

• The ideal candidate combines ITIL/ITSM expertise with strong business acumen and a passion for customer success
• Customer relationship management
• Business operations
• Change management (end-to-end)
• Risk management
• Project management (scoping, planning, milestone tracking, documentation)
• Process improvement
• Digitally fluent: understands basic AI and workflow principles
• Results oriented: takes accountability as customer advocate and Thrive business owner
• Learning agility: willing to advance current knowledge level
• Active listener: attentive to both customer and internal partners
• Team player: capable of working with and across functional teams
• Customer-centric attitude and proactive approach
• College degree preferred in a related field or commensurate work experience
• General understanding of technology and managed services
• 5+ years of digital experience as a CDM (Managed Services experience a plus)
• ITIL/ITSM, Lean Six Sigma, and other relevant industry certifications
• Strong general business acumen (financial/P&L acumen a plus)
• Initiative: proactive – acts without waiting to be told
• Strong work ethic (dependable, confident)
• Willingness to lean in (run to the fire)
• Ownership and accountability
• Honest and high integrity
• Adaptability: embraces constant change
• Willingness to learn and continuously improve
• Teamwork: works well across customer and Thrive environments
• Agile methodology
• Six Sigma