Customer Delivery Manager - CDM

We are seeking a proactive and client-focused Customer Delivery Manager to lead customer delivery engagement and ensure the successful execution of services and solutions for our clients. This role is responsible for driving customer satisfaction, managing delivery quality, overseeing timelines and SLAs, and building long-term trusted relationships.

The ideal candidate will bring a strong balance of client-facing communication, delivery discipline, issue resolution, and internal coordination across sales, support, and project teams.

• Act as the primary point of contact for customer delivery, engagement, and relationship management
• Oversee end-to-end service and solution delivery, ensuring quality, timelines, and SLAs are consistently met
• Manage customer expectations and proactively address delivery risks, blockers, and escalations
• Work closely with internal teams including sales, presales, delivery, support, and operations to ensure seamless execution
• Monitor delivery performance, customer satisfaction, and service outcomes
• Provide regular status updates, delivery reports, and communication to stakeholders
• Drive continuous improvement across delivery processes, engagement models, and service quality
• Identify opportunities for account growth, upsell, and cross-sell in collaboration with business teams
• Ensure issues are resolved effectively and customer confidence is maintained
• Support long-term account health through strong communication, trust, and responsiveness

• Proven experience in delivery management, service delivery, account delivery, or client-facing program roles
• Strong stakeholder management and customer communication skills
• Experience managing complex projects, service engagements, or transformation initiatives
• Ability to handle escalations, manage competing priorities, and drive closure
• Strong coordination skills across multiple internal and external stakeholders
• Commercial awareness and ability to identify improvement or growth opportunities
• Excellent reporting, documentation, and problem-solving abilities

• Experience in IT services, enterprise solutions, consulting, or managed services environments
• Familiarity with SLAs, delivery governance, service reporting, and customer success models
• PMP, ITIL, or equivalent certification preferred

• High customer satisfaction and strong delivery reliability
• Timely resolution of issues and proactive communication
• Strong internal coordination and seamless customer experience
• Long-term customer retention and account growth support