{"id":1978830,"url":"https://alion.io/job/thrive-managed-services-client-delivery-manager-6","title":"Client Delivery Manager","company":{"id":179780,"name":"Thrive Managed Services","domain":"thrivenextgen.com","url":"https://alion.io/company/thrive-3","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":{"grade":"A","score":100,"open_postings":8,"ghost_share":0,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":31,"computed_at":"2026-10-10T05:45:15Z"}},"role":"Solutions","role_family":"Solutions","seniority":"lead","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Holland, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":107000,"max_usd":227000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":432},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Agile","optional":false},{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"ServiceNow","optional":false},{"name":"Ignite","optional":true},{"name":"PyTorch","optional":true}],"status":"live","first_seen_at":"2026-10-06T22:25:37Z","employer_posted_date":"2026-10-06","last_verified_at":"2026-10-11T02:42:32Z","board_verified":true,"closed_at":null,"days_open":4,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":4},"description":"About Us\nThrive is a rapidly growing technology solutions provider focusing upon Cloud, Cyber Security, Networking, Disaster Recovery and Managed Services. Our corporate culture, engineering talent, customer-centric approach, and focus upon “next generation” services help us stand out amongst our peers. Thrive is on the look-out for individuals who don’t view their weekdays spent at “a job”, but rather look to develop valuable skills that ignite their passion and lead to a CAREER. If you’re attracted to a “work hard, play hard” environment, seeking the guidance, training and experience necessary to build a lucrative career, then welcome to THRIVE!!\nPosition Overview\nThe Client Delivery Manager (CDM) is a customer-facing role responsible for building strategic relationships and driving measurable success outcomes for Thrive clients. The CDM serves as the primary point of contact for assigned accounts, ensuring that clients realize full value from contracted services while managing contract P&L and identifying growth opportunities. The ideal candidate combines ITIL/ITSM expertise with strong business acumen and a passion for customer success.\nLocation: Remote / Hybrid (travel to client sites)\nRequirements\nUnderstands Customer Business Problems\nBuild strategic relationships with key client stakeholders.\nIdentify current pain points and desired outcomes affected by services under contract.\nProvide measurable value to the customer (Value Realization).\nDrive Customer Success Outcomes\nSolve complex customer problems by partnering with Thrive resources to meet customer expectations.\nHelp customers optimize utilization of existing and available products and/or services.\nEnsure best practice adoption across the customer environment.\nLead future lifetime value through higher product adoption, customer satisfaction, and overall health scores (including advocacy and reference-ability).\nManage contract P&L to deliver to expectations and improve year over year.\nExpand revenue in accounts through opportunity identification.\nPrepare and drive successful contract renewals.\nIdeal candidate would have a strong mixture of ITIL and business acumen leaning on ITIL as the foundation.\nOversee Activities\nManage customer onboarding activities.\nFacilitate training and enablement.\nDrive customer advocacy initiatives.\nManage and resolve escalations promptly.\nTools\nServiceNow Platform\nCustomerGauge\nKey Performance Indicators (KPIs)\nNPS / CSAT\nRetention\nNRR / GRR (FY27)\nEngagement (account activity, executive/POC engagement)\nQualifications\nSkills\nCustomer relationship management\nBusiness operations\nChange management (end-to-end)\nProcess improvement\nProject management (scoping, planning, milestone tracking, documentation)\nRisk management\nAttributes\nCustomer-centric attitude and proactive approach\nTeam player: capable of working with and across functional teams\nResults oriented: takes accountability as customer advocate and Thrive business owner\nDigitally fluent: understands basic AI and workflow principles\nActive listener: attentive to both customer and internal partners\nLearning agility: willing to advance current knowledge level\nExperience\n5+ years of digital experience as a CDM (Managed Services experience a plus)\nStrong general business acumen (financial/P&L acumen a plus)\nITIL/ITSM, Lean Six Sigma, and other relevant industry certifications\nCollege degree preferred in a related field or commensurate work experience\nGeneral understanding of technology and managed services\nDesired Behaviors\nTeamwork: works well across customer and Thrive environments\nAdaptability: embraces constant change\nHonest and high integrity\nStrong work ethic (dependable, confident)\nWillingness to learn and continuously improve\nWillingness to lean in (run to the fire)\nOwnership and accountability\nInitiative: proactive - 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