Sr. Client Delivery Manager

The Client Delivery Manager (CDM) is a portfolio-level delivery leader responsible for end-to-end delivery excellence client outcomes and management of KPIs including financials.  across a broad set of  up to 15 concurrent clients. The CDM partners with Project Managers (PMs) and delivery teams to ensure consistent execution of the delivery operating model through lightweight exception-based controls (e.g. project KPI signals compliance checks and escalations). They act as the single accountable delivery owner for the portfolio (health escalation  and governance) while maintaining executive-level situational awareness. The CDM serves as the delivery escalation point when needed helps set expectations and intervenes directly to manage and resolve challenging client situations when delivery health customer confidence or financial performance is at risk. 

The role requires strong operational leadership disciplined portfolio management and executive-level client presence. The CDM owns portfolio level KPIs including for example revenue under management portfolio margin customer satisfaction (CSAT) and delivery excellence metrics. The CDM reports to the portfolio leader for the assigned segment. 

Key responsibilities include: 

Leadership and Oversight 

• Provide portfolio-level leadership across approximately 15 accounts ensuring client satisfaction and delivery excellence 

• Establish and run an exception-based oversight cadence focusing attention on projects with KPI deterioration delivery risk profitability risk or compliance gaps. 

• Ensure delivery teams (PMs and delivery leads) have clarity on expectations required governance artifacts and escalation paths to maintain delivery predictability at scale. 

• Support the Client Portfolio Management team by identifying portfolio trends systemic delivery risks and improvement opportunities across the project set 

Client & Stakeholder Management 

• Lead difficult client situations as needed: drive fact-based narratives reset expectations align on remediation plans secure timely decisions and keep internal stakeholder appropriately informed.  

• Ensure consistent transparent customer communication through governance standards (status health escalation pathways and remediation clarity) while keeping PMs responsible for routine delivery execution and day-to-day status management. 

Portfolio Governance Risk & Escalation Management 

• Own portfolio-level delivery health governance ensuring risks assumptions actions issues and decisions (RAAID/RAID) are actively managed and escalated appropriately. 

Financial & Performance Accountability 

• Provide oversight of project profitability and key financial KPIs across the portfolio using standardized controls and exceptions management (e.g. margin erosion WIP risk invoicing readiness revenue forecast integrity risk tracking). 

• Ensure timely review and governance of change orders where thresholds or margin impact require elevated oversight; ensure projects are aligned and proactive to current contract variables such as end date and budget consumption validate that scope schedule and financial impacts are reflected in the revenue plan and forecast; and drive internal approval pathways as required. 
• Enforce financial planning and forecasting hygiene across the portfolio (e.g. ETC/EAC quality percent complete discipline timely actuals and supportable assumptions). Drive corrective actions when inputs are incomplete or inaccurate and govern policy exceptions/thresholds related to time & expense and invoicing approvals as defined in the operating model (while enabling PM execution where appropriate). 
• Oversee portfolio-level resourcing health identifying capacity constraints delivery risk created by staffing gaps and systemic role coverage issues. 

• Operating Model Compliance Quality & Continuous Improvement 

• Drive consistent execution of get to green motions for troubled projects ensuring remediation plans are created tracked and resolved with measurable outcomes and subsequently leading Lessons Learned forums to capture identifiable improvements 

• Ensure process compliance across the portfolio (stage gates governance artifacts KPI hygiene and required delivery disciplines) intervening early when compliance gaps create downstream risk. 

• Contribute to special initiatives that improve delivery governance and scalability including automation-first KPI controls and portfolio operating rhythms.

Qualifications :

• Bachelors degree preferred
• Excellent stakeholder management and client-facing skills at senior level with the ability to influence delivery leaders and cross-functional partners without direct authority. 

• Proven experience in client management delivery operations PM leadership or multi-project governancepreferably in consulting client delivery or complex environments.  

• Strong written and verbal communication skills and ability to handle escalations with leadershipable to drive clarity decision making and accountability under pressure including navigating challenging client situations and leading course correction and recovery conversations. 

• Experience working across geographies and time zones in distributed delivery models is an asset. 

Additional Information :

We are an equal opportunity employer. All applicants will be considered for employment without attention to age race color religion sex sexual orientation gender identity national origin veteran or disability

Base Salary Pay Range*: $135k - 180k CAD. 
*The current applicable Base Salary Pay Range for this role is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job education experience knowledge skills relevant to the role internal equity alignment with market data or other law.  

Other Compensation / Benefit Overview
In addition to Base Salary the successful candidate may be eligible to participate in the following plans / programs upon satisfying all hiring requirements: 
    Bonus Plan
    Medical Dental and Vision Coverage
    Life Insurance and Disability Programs
    Retirement Savings with Company Match 
    Paid Time Off 
    Flexible Work Arrangements including Remote Work 

#REMOTE

Beware of scams

Our recruiting team may communicate with candidates via our @ domain email address and/or via our SmartRecruiters (Applicant Tracking System) domain email address regarding your application and interview requests.  

All offers will originate from our @ domain email address. If you receive an offer or information from someone purporting to be an employee of Hitachi Solutions from any other domain it may not be legitimate.

Remote Work :

Yes

Employment Type :

Full-time