Client Delivery Manager (CDM)

Company Overview

Jade Global is an award-winning enterprise partner specializing in cloud and digital transformation services. The company works with key platforms including Oracle, Salesforce, ServiceNow, and Boomi, fostering a diverse global culture with over 2,000 employees in a high-growth environment.

Job Summary

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. You will manage service delivery execution, customer satisfaction, governance, and stakeholder alignment to ensure projects and services are delivered on time, within scope, and with the highest quality. The ideal candidate thrives in dynamic environments and is passionate about building lasting customer relationships through operational excellence and value-driven delivery.

Responsibilities

• Client Engagement & Satisfaction

  • Serve as the primary delivery contact for the client; build trusted relationships with key stakeholders.
  • Lead regular cadence calls, weekly status reviews (WSRs), and quarterly business reviews (QBRs).
  • Own customer satisfaction (CSAT) metrics and proactively manage feedback and improvement actions.

• Delivery Management

  • Oversee end-to-end delivery of projects, managed services, and enhancement requests.
  • Ensure delivery is in alignment with contracted scope, Service Level Agreements (SLAs), and Key Performance Indicators (KPIs).
  • Manage RAID (Risks, Assumptions, Issues, Dependencies) logs, resource planning, and issue escalations to ensure seamless delivery execution.

• Governance & Reporting

  • Drive delivery governance through structured reporting, dashboards, and executive updates.
  • Monitor performance metrics, financial health (margins, revenue realization), and resource utilization.

• Collaboration & Leadership

  • Work closely with Sales, Solution Leads, Practice Heads, and Onsite-Offshore delivery teams.
  • Provide mentorship and guidance to project teams; foster a culture of accountability and excellence.
  • Identify and escalate opportunities for growth, cross-sell, and transformation initiatives.

Qualifications

• Education: Bachelor’s degree in Engineering, Information Technology, or a related field; MBA preferred.

• Experience: 8+ years of experience in IT services delivery, including 3+ years in a client-facing delivery management role.

• Technical Skills:

  • Strong understanding of enterprise platforms (e.g., Oracle, Salesforce, ServiceNow, Workday, Boomi).
  • Proven track record in delivering projects with distributed teams (onsite-offshore).
  • Experience with tools such as Jira, ServiceNow, MS Project, Power BI, or similar reporting platforms.

• Soft Skills: Excellent communication, stakeholder management, and executive presence.

Preferred Skills

• Domain experience in Hi-Tech, Healthcare & Life Sciences, or Manufacturing industries.
• Experience with Agile/DevOps models and AI-led delivery acceleration.
• Certifications: PMP (Project Management Professional), ITIL (Information Technology Infrastructure Library), Scrum Master, or equivalent preferred.

Experience

• A minimum of 8 years of experience in IT services, including at least 3 years in a client-facing delivery management role.

Environment

• Role offers a hybrid work flexibility and is part of a culture of inclusive leadership which supports innovation and growth.

Salary

• Estimated salary range is not specified.

Growth Opportunities

• The position provides opportunities for advancement within a high-growth environment and the chance to innovate and lead.

Benefits

• Specific benefits offered are not mentioned.