The Managed Services Client Delivery Specialist is a seasoned subject matter expert, responsible for overseeing the end-to-end delivery of managed services contracts to the client. This role supports the business and protects the company’s reputation by taking responsibility for contract management for local, small, and low-to-medium complexity contracts. The specialist works closely with cross-functional teams to ensure client expectations are met and exceeded, and takes responsibility for service delivery and contract profitability for their assigned client contracts. These client engagements are often complex by nature and typically span multiple sites and/or service offerings. The role involves proactive client communication, project management, technical oversight, and problem-solving.
Key Responsibilities
- Drive Client Satisfaction: Ensure services are delivered in alignment with contractual obligations, service definitions, and SLAs—building trust and reinforcing operational excellence.
- Serve as the Client’s Operational Anchor: Manage inquiries, escalations, and feedback with professionalism and urgency to maintain strong, responsive relationships.
- Translate Business Needs into Service Delivery: Work with business and client stakeholders to identify opportunities and tailor solutions that meet client objectives, ensuring services remain relevant, effective, and outcome-driven.
- Coordinate Cross-Functional Execution: Collaborate with commercial, finance and administration, go-to-market, technical, and support teams to resolve incidents, stabilize environments, and uphold service quality across multiple touchpoints.
- Ensure Contractual Integrity and Compliance: Monitor performance, manage risks, and collaborate with legal teams to uphold governance and protect business and client interests.
- Enable Account Growth: Identify upsell and cross-sell opportunities, support renewal strategies, and contribute to long-term client retention.
- Service Onboarding and Transition: Proactively engage Service Implementation and Delivery Teams to deliver services on time regarding service onboarding, transition, modifications, and decommissioning.
- Deliver Strategic Insights: Maintain accurate documentation, contracting, and reporting on service performance, client satisfaction, and operational risks to inform internal stakeholders and guide continuous improvement.
Requirements
Qualifications
- Bachelor's degree or equivalent qualification in Information Technology, Business, or a related field.
- Relevant ITIL certification preferred.
- Relevant project management certification (for example, PMP) is preferred.
- Relevant business analysis and reporting certifications and skills.
Experience
- Seasoned demonstrated experience in a managed services and/or support services environment.
- Seasoned demonstrated experience in managed services - service delivery and client management.
- Seasoned demonstrated experience in successful delivery of managed services to clients, meeting service level agreements (SLAs) and quality standards.
- Seasoned demonstrated experience in service delivery alignment with contractual agreements and compliance requirements.
- Seasoned demonstrated experience in monitoring contract performance.
- Seasoned demonstrated experience in managing service delivery projects for clients.
- Seasoned demonstrated experience in monitoring and assessing client satisfaction regularly through feedback mechanisms.
- Seasoned demonstrated experience in proactive measures to address client concerns and continuously improve service quality.
Behavioral Competencies
- Passionate about service delivery with a strong ability to manage a coordinated delivery of service.
- Seasoned analytical mindset, strong initiative, self-driven with a commitment to succeed.
- Seasoned understanding of managed services, including infrastructure, cloud, security, and support.
- Seasoned proficiency in project management.
- Excellent communication, negotiation, and problem-solving skills.
- Excellent client centricity, proven ability to manage client relationships and drive client satisfaction.
- Seasoned business acumen, as well as financial acumen for budgeting, forecasting, and billing.
- Seasoned familiarity with ITIL or other IT service management frameworks.
- Ability to work under pressure and has exceptional organizational skills and attention to detail.
- Ability to work collaboratively with cross-functional teams.
- Adaptability and a customer-focused mindset.
- Understanding of client contract engagements.
