Position Overview The 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. Location Remote / Hybrid (travel to client sites) Responsibilities Understands Customer Business Problems Build strategic relationships with key client stakeholders. Identify current pain points and desired outcomes affected by services under contract. Provide measurable value to the customer (Value Realization). Drive Customer Success Outcomes Solve complex customer problems by partnering with Thrive resources to meet customer expectations.



Help customers optimize utilization of existing and available products and/or services. Ensure best practice adoption across the customer environment. Lead future lifetime value through higher product adoption, customer satisfaction, and overall health scores (including advocacy and reference-ability). Manage contract P&L to deliver to expectations and improve year over year. Expand revenue in accounts through chance identification. Prepare and drive successful contract renewals. Ideal candidate would have a strong mixture of ITIL and business acumen leaning on ITIL as the foundation. Oversee Activities Manage customer onboarding activities. Facilitate training and enablement. Drive customer advocacy initiatives. Manage and resolve escalations promptly. Tools ServiceNow Platform CustomerGauge Key Performance Indicators (KPIs) NPS / CSAT Retention NRR / GRR (FY27) Engagement (

📌 Client Delivery Manager (Dufferin County)
🏢 Thrive
📍 Dufferin County