Managed Services Client Delivery Specialist

Job Title: Managed Services Client Delivery Specialist

Job Overview

As a Managed Services Client Delivery Specialist, you will serve as a seasoned subject matter expert responsible for overseeing the end-to-end delivery of managed services contracts to clients. In this role, you support business objectives, protect the company’s reputation, and ensure contract management for local, small, and low-to-medium complexity contracts. You work closely with cross-functional teams to meet and exceed client expectations while managing service delivery and contract profitability. These clients require complex service delivery, often across multiple sites and service offerings. Your daily work involves proactive client communication, project management, technical oversight, and problem-solving.

Key Responsibilities

• Drive Client Satisfaction: Ensure services are delivered in alignment with contractual obligations, service definitions, and SLAs to build trust and reinforce operational excellence.
• Serve as the Client’s Operational Anchor: Manage inquiries, escalations, and feedback with professionalism and urgency to maintain strong, responsive relationships.
• Translate Business Needs into Service Delivery: Work with business and client stakeholders to identify opportunities and tailor solutions that meet client objectives, ensuring services remain relevant, effective, and outcome-driven.
• Coordinate Cross-Functional Execution: Collaborate with commercial, finance, administration, go-to-market, technical, and support teams to resolve incidents, stabilize environments, and uphold service quality across multiple touchpoints.
• Ensure Contractual Integrity and Compliance: Monitor performance, manage risks, and work with legal teams to uphold governance and protect both business and client interests.
• Enable Account Growth: Identify upsell and cross-sell opportunities, support renewal strategies, and contribute to long-term client retention.
• Proactively Engage Implementation and Delivery Teams: Ensure timely delivery of services during onboarding, transition, modifications, and decommissioning phases.
• Deliver Strategic Insights: Maintain accurate documentation, contracting, and reporting on service performance, client satisfaction, and operational risks to inform stakeholders and guide continuous improvement.

Qualifications

• Bachelor’s degree or equivalent qualification in Information Technology, Business, or a related field.
• Relevant ITIL certification preferred.
• Relevant project management certification (e.g., PMP) preferred.
• Relevant business analysis and reporting certifications and skills.

Skills, Attributes & Experience

• Seasoned demonstrated experience in a managed services and/or support services environment.
• Seasoned demonstrated experience in managed services service delivery and client management.
• Seasoned demonstrated experience in successful delivery of managed services to clients, meeting SLAs and quality standards.
• Seasoned demonstrated experience in aligning service delivery with contractual agreements and compliance requirements.
• Seasoned demonstrated experience in monitoring contract performance.
• Seasoned demonstrated experience in managing service delivery projects for clients.
• Seasoned demonstrated experience in monitoring and assessing client satisfaction regularly through feedback mechanisms.
• Seasoned demonstrated experience in taking proactive measures to address client concerns and continuously improve service quality.

Behavioral Competences

• Passionate about service delivery with a strong ability to manage coordinated delivery of services.
• Seasoned analytical mindset, strong initiative, self-driven, with a commitment to succeed.
• Seasoned understanding of managed services, including infrastructure, cloud, security, and support.
• Seasoned proficiency in project management.
• Excellent communication, negotiation, and problem-solving skills.
• Excellent client centricity and proven ability to manage client relationships and drive satisfaction.
• Seasoned business acumen and financial acumen for budgeting, forecasting, and billing.
• Seasoned familiarity with ITIL or other IT service management frameworks.
• Ability to work under pressure with exceptional organizational skills and attention to detail.
• Ability to work collaboratively with cross-functional teams.
• Adaptability and a customer-focused mindset.
• Understanding of client contract engagements.