Client Delivery Manager

Requisition Number: 106762Client Delivery ManagerLocation: This role is fully onsite in Calgary, CA.Salary: $81,000 CAD / annualizedInsight at a Glance14,000+ engaged teammates globally$8.2 billion in revenue in 2025Certified as a Great Place to work in 9 Countries in 2025Fortune 500 Company (No. 447) in 2025Received 25+ industry and partner awards in the past year$1.4M+ total charitable contributions in 2024 by Insight globallyNow is the time to bring your expertise to Insight. We are not just a tech company;
we are a people-first company. We believe that by unlocking the power of people and technology, we can accelerate transformation and achieve extraordinary results. As a Fortune 500 Solutions Integrator with deep expertise in cloud, data, AI, cybersecurity, and intelligent edge, we guide organizations through complex digital decisions.About the role:The Client Delivery Manager will focus on successful customer experiences and will directly interact with our customers, Service Delivery, Practice teams, and Sales to deliver the highest quality of services and customer experience.As Client Delivery Manager, you will be focused on scaling the company’s services portfolio to meet our customers business demands. This will include responsibility for driving healthy services revenue and gross margins. Serving as the vital link between the Customer, Sales, and the Services Teams your experience and passion for excellence will be an important part of Insight Canada’s success.Key Responsibilities:Customer ExperienceEngage regularly, often daily, with the customer to provide the best customer experience.Bring a high sense of urgency around role & charter - understand that Customer Success is the #1 core value of Insight CanadaMaintain customer relationships and cadence at the IT leadership and C-suite levels.Measure and evaluate customer satisfaction (CSAT) and respond to CSAT results and responses.Build a strong understanding of the customers business, results, goals and IT alignment, competitive landscape, and industry influences.As a customer advocate, you will represent the customers interests within the service operations teams while ensuring quality delivery for contracted services.Prepare and present operations service metrics and KPI’s during Monthly Operations Reviews (MOR) and Quarterly Business Reviews (QBR).Prepare and facilitate the Annual Executive Review focused on business results, industry trends, and IT innovation to provide a competitive advantage for your customer.Work collaboratively with the Sales organization to introduce innovative IT solutions and services to help the customer achieve their business goals and objectives.Maintain strong understanding of all our services capabilities, and vendor and partner offerings to provide the best customer experience and outcomes.Provide program oversight for customer deployments and scale the team with subject matter experts and project management resources to deliver desired results.Manage contract Change Requests and communicate to appropriate teams/organizations.Act as an escalation and communication point of contact for service interruptions impacting customers business operations or workflows.Operational ManagementWork in collaboration with the service operations teams to continuously improve our service delivery experience.Participate in problem and incident resolution and lead root cause analysis.Responsible to manage the service contract P&L and provide regular updates to the Insight leadership teams.Support the services teams during event escalations requiring customer communications.Provide supportive and proactive feedback to the services teams to encourage positive behavior.Manage the quality, consistency, accuracy, completeness, and timeliness of service delivery governance programs.Manage and lead a large team through a growth mindset to increase TPS scores and team development and engagementWhat we’re looking for:Minimum of 10 years’ experience in the IT industry, preferably with knowledge of IT infrastructure and business applications.Minimum of 5 years’ experience in a Service Delivery, Account Manager, or Operations Management role or similar position.Excellent written and spoken communication skills in English.Enthusiastic team player with openness and willingness to share ideas.Insatiable desire to create new opportunities for our clients.Passion for learning.Excellent communication skills and ability to articulate complex technical solutions to various audience levels of expertise.Strong customer facing skills and a demonstrated ability to shorten time to value for customers.5 plus years leading and building a large teamThrive on flexibility of day to day duties in a fast paced environmentBilingual in English and French – will be considered an asset.Be AmbITious: This opportunity is not just about what you do today but also about where you can go tomorrow. When you bring your hunger, heart, and harmony to Insight, your potential will be met with continuous opportunities to upskill, earn promotions, and elevate your career.But what really sets us apart are our core values of Hunger, Heart, and Harmony, which guide everything we do, from building relationships with teammates, partners, and clients to making a positive impact in our communities.Join us today, your ambITious journey starts here.Insight is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation or any other characteristic protected by law.When you apply, please tell us the pronouns you use and any reasonable adjustments you may need during the interview process.At Insight, we celebrate diversity of skills and experience so even if you don’t feel like your skills are a perfect match - we still want to hear from you!Insight does not accept unsolicited resumes from recruiters or employment agencies. Unsolicited resumes will be treated as direct applications from the candidate, and recruiters or agencies who submit candidates for this position without a prior, written vendor agreement will not be eligible for any form of compensation, even if the candidate is hired.Insight is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation or any other characteristic protected by law.Insight does not accept unsolicited resumes from recruiters or employment agencies. Unsolicited resumes will be treated as direct applications from the candidate, and recruiters or agencies who submit candidates for this position without a prior, written vendor agreement will not be eligible for any form of compensation, even if the candidate is hired.Posting Notes: Calgary || Alberta (CA-AB) || Canada (CA) || Project Management || None || CA - Calgary, AB ||#J-18808-Ljbffr