Client Delivery Manager

Requisition Number: 100705 

Client Delivery Manager

Location: You will have the flexibility to work fully remote.

Salary: $125,000 USD Annually

Insight at a Glance

• 14,000+ engaged teammates globally
• #20 on Fortune’s World's Best Workplaces™ list
• $9.2 billion in revenue
• Received 35+ industry and partner awards in the past year
• $1.4M+ total charitable contributions in 2023 by Insight globally

Now 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 organisations through complex digital decisions.

About the role

The Client Delivery Manager (CDM) represents the client engagement practice within Insight’s Managed Services organization. The role seeks to provide a level of governance over operational delivery while aiming to unify the delivery experience across all Managed Service offerings.

The Client Delivery Manager is charged with 1) ensuring a positive client health score across all Managed Service offerings, 2) bridging gaps between contracted service entitlements and client’s expectations for service delivery, 3) establishing/maintaining promotor level relationships with key client stakeholders, and 4) aligning individual service offerings into a unified, effective client experience.  Primary responsibilities of the role:

• Awareness and comprehension of the Client Delivery Management methodology, entitlements, and technology solutions.
• Ensure delivery of all Managed Service entitlements to an assigned portfolio of Connected Workforce clientele.
• Awareness, reconciliation, and governance over consumption of contracted services and entitlements by the client
• Act as a virtual representative of Client Delivery Management supporting mid-market and commercial segment accounts
• Governance and tracking of Client Health regarding:
• Service delivery performance metrics
• Insight-defined engagement metrics

• Qualitative customer business assessments
• Outcomes (projects, RFPs, sales initiatives)
• Escalation of service degradation to delivery leadership with participation/governance in the service mitigation and improvement process
• Monitoring of service level performance amongst all aligned Managed Service offerings within a client environment including validation of EOM results

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.

What we’re looking for

• Associates degree in Computer Science, Information Systems, Business Management or a related field   Experience may be used in lieu of educational requirements.  
• 5+ years of technical experience with at least 3 years involvement in a virtual based client support- role.
• Preferred experience within a managed services organization including awareness/comprehension of supported offerings, technologies, and toolsets
• Fundamentals background in ITSM processes and procedures
• Experience with ServiceNow, and/or ITSM/Client Management platforms required.
• Knowledge of Customer Experience, Journey Mapping, and Voice of the Customer programs preferred
• Ability to manage large portfolios of accounts on a virtual basis utilizing remote workplace toolsets.
• Advanced skills and experience in multi-tasking client management requirements and activities

What you can expect

We’re legendary for taking care of you, your family and to help you engage with your local community. We want you to enjoy a full, meaningful life and own your career at Insight. Some of our benefits include: 

• Freedom to work from another location—even an international destination—for up to 30 consecutive calendar days per year.

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!

The position described above provides a summary of some the job duties required and what it would be like to work at Insight. For a comprehensive list of physical demands and work environment for this position, click 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.

Posting Notes: Chandler || Arizona (US-AZ) || United States (US) || Global Operations || None || Remote ||