Client Delivery Manager

ABOUT US
Jade Global, headquartered in San Jose, California, has empowered mid-size to large enterprises in North America for over 21 years. We provide cutting-edge technology services — Cloud Services, Technology Advisory, Implementations, Integrations, and Managed Services — underpinned by a robust partner ecosystem. We adhere to CMMI® SVC V2.0 Maturity Level 5, ISO 27001:2013, ISO 27701:2019, ISO 20000-1:2018, GDPR, and HIPAA standards. In India, we operate from Pune and Hyderabad.

To support our three-year plan to double our workforce in India, Jade Global seeks an experienced client delivery leader for our Pune operations.

ROLE DETAILS
Position Client Delivery Manager (CDM) — Director
Experience Min 12+ Years
Location Pune, India
Reports To DU Leader / EVP, Global Delivery
Portfolio $3M–$10M Revenue | Key client accounts

Services All Jade Global service lines within assigned accounts
Billability 50% Minimum Billable Utilization

JOB OVERVIEW
As a Client Delivery Manager (CDM), you will serve as the single point of accountability for delivery success across one or more key client accounts within a $3M–$10M portfolio. You will manage service delivery execution, customer satisfaction, governance, and stakeholder alignment across the full breadth of Jade Global’s service offerings, carrying a minimum 50% billable utilisation
target. The ideal candidate thrives in dynamic environments and is passionate about building lasting client relationships through operational excellence and value-driven delivery.

ROLES & RESPONSIBILITIES
Client Engagement & Satisfaction
• Serve as the primary delivery contact; build trusted relationships with key client stakeholders across assigned accounts
• Manage customer cadence including weekly status reviews (WSRs), monthly delivery reviews, and quarterly business reviews (QBRs)
• Own OSAT/CSAT metrics and proactively manage client feedback and improvement actions
 

Delivery Management
• Oversee end-to-end delivery of projects, managed services, and enhancement requests across all Jade service lines within assigned accounts
• Ensure alignment with contracted scope, SLAs, and KPIs; manage RAID logs, resource planning, and issue escalations Governance, Reporting & Commercial Performance
• Drive delivery governance through structured reporting, dashboards, and executive updates; monitor margins, revenue realization, and utilization
• Maintain a minimum 50% billable utilization; identify opportunities for account growth, renewals, cross-sell, and transformation initiatives
• Ensure delivery costs are appropriately priced and recovered within engagement and managed services models Collaboration, Leadership & Growth
• Work closely with Sales, Solution Leads, Practice Heads, and onsite-offshore delivery teams; mentor project teams and foster a culture of accountability
• Support hiring and development of delivery talent within the broader Pune delivery team
• Champion AI-led delivery improvement within accounts; identify use cases that reduce cost or improve delivery quality

REQUIRED SKILLS & EXPERIENCE
• Bachelor’s degree in Engineering, Information Technology, or related field; MBA preferred
• 12+ years in IT services delivery, including 3+ years in a client-facing delivery management or engagement management role
• Strong understanding of enterprise platforms such as Oracle, SAP, Salesforce, Workday, ServiceNow, or Boomi
• Experience with delivery and reporting tools such as Jira, ServiceNow, MS Project, Power BI, or equivalent
• Proven track record delivering projects and managed services with distributed onsite-offshore teams
• Strong commercial acumen — ability to manage account P&L, protect margins, and identify growth opportunities
• Excellent communication, stakeholder management, and executive presence
• Certifications: PMP, ITIL, Scrum Master, or equivalent preferred

Nice to Have
• Domain experience in Hi-Tech, Life Sciences, Healthcare, Manufacturing, or Finance industries
• Experience with Agile/DevOps models and AI-led delivery acceleration

WHAT GOOD LOOKS LIKE
Clients proactively want to renew and expand — delivery consistently meets or exceeds expectations across all service lines.
No delivery surprises — risks are flagged and resolved before they reach the client.
OSAT and gross margins are consistently at or above target; billable utilisation is consistently at or above the 50% minimum.
The client sees Jade as a long-term strategic partner — not just a vendor.

WHY JOIN US
You should join us if you are interested in shaping an organisation that is on a rapid growth path. Jade is an employee-friendly, open, and transparent workplace. You will have the opportunity to bring ideas and suggestions and have them implemented. This is a senior management role and a key strategic position within the company, allowing you to make a significant impact on our
growth and the success of our clients.