Client Delivery Manager

Position Name : Client Delivery Manager

Experience : Min 20+ Years

Location : Pune

About Us

Jade Global, headquartered in San Jose, California, has empowered mid-size to large enterprises in North America for over 21 years. We provide cutting-edge technology services that drive business growth and enhance customer experience through speed, efficiency, and cost optimization. Our services include Cloud Services, Technology Advisory, Implementations, Integrations, and Managed Services, underpinned by a robust partner ecosystem.

We adhere to the highest quality standards, including CMMI SVC V2.0 Maturity Level 5, ISO 27001:2013, ISO 27701:2019, and ISO 20000-1:2018 certifications, as well as GDPR and HIPAA compliance, demonstrating our commitment to excellence and reliability in serving the High-tech, Life Sciences, and Finance industries. In India, we operate from Pune and Hyderabad.

To support our growth strategy and three-year plan to double our workforce in India, Jade Global seeks a highly experienced dynamic delivery leader for India for its ADM service line.

Job Overview

As a Client Delivery Manager (CDM), you will serve as the single point of accountability for delivery success across one or more key client accounts. You will manage service delivery execution, customer satisfaction, governance, and stakeholder alignment to ensure projects and services are delivered on time, within scope, and with the highest quality. The ideal candidate thrives in dynamic environments and is passionate about building lasting customer relationships through operational excellence and value-driven delivery.

Roles and Responsibilities

Client Engagement & Satisfaction

• Serve as the primary delivery contact for the client; build trusted relationships with key stakeholders.
• Lead regular cadence calls, weekly status reviews (WSRs), and quarterly business reviews (QBRs).
• Own customer satisfaction (CSAT) metrics and proactively manage feedback and improvement actions.

Delivery Management

• Oversee end-to-end delivery of projects, managed services, and enhancement requests.
• Ensure delivery is in alignment with contracted scope, SLAs, and KPIs.
• Manage RAID logs, resource planning, and issue escalations to ensure seamless delivery execution.

Governance & Reporting

• Drive delivery governance through structured reporting, dashboards, and executive updates.
• Monitor performance metrics, financial health (margins, revenue realization), and resource utilization.

Collaboration & Leadership

• Work closely with Sales, Solution Leads, Practice Heads, and Onsite-Offshore delivery teams.
• Provide mentorship and guidance to project teams; foster a culture of accountability and excellence.
• Identify and escalate opportunities for growth, cross-sell, and transformation initiatives.

Required Skills & Experience

• Bachelor's degree in Engineering, Information Technology, or a related field; MBA preferred.
• 10+ years of experience in IT services delivery, including 3+ years in a client-facing delivery management role.
• Strong understanding of enterprise platforms (e.g., Oracle, Salesforce, ServiceNow, Workday, Boomi).
• Proven track record in delivering projects with distributed teams (onsite-offshore).
• Excellent communication, stakeholder management, and executive presence.
• Experience with tools such as Jira, ServiceNow, MS Project, Power BI, or similar reporting platforms. Nice to Have
• Domain experience in Hi-Tech, Healthcare & Life Sciences, or Manufacturing industries.
• Experience with Agile/DevOps models and AI-led delivery acceleration.
• Certifications: PMP, ITIL, Scrum Master, or equivalent preferred.

Why Join Us

You should join us if you are interested in shaping an organization that is on a rapid growth path. Jade is an employee-friendly, open, and transparent workplace. You will have the opportunity to bring in ideas, suggestions, and have them implemented. This is a senior management role and a key strategic position within the company, allowing you to make a significant impact on the organization's growth, and success.