About the job
The Senior Client Delivery Manager (CDM) is a strategic leader at the portfolio level, entrusted with ensuring exceptional delivery standards, achieving positive client outcomes, and managing key performance indicators (KPIs), including financial metrics. The CDM oversees a diverse portfolio of up to 15 concurrent clients, collaborating closely with Project Managers (PMs) and delivery teams to guarantee adherence to the delivery operating model via streamlined, exception-based controls such as project KPI assessments, compliance evaluations, and necessary escalations.
In this pivotal role, the CDM acts as the primary accountable delivery owner for the portfolio, maintaining oversight of project health, governance, and escalation processes while ensuring executive-level situational awareness is upheld. They are the go-to escalation point for any delivery challenges, proactively setting client expectations, and directly intervening to address and resolve complex client situations that may jeopardize delivery quality, client confidence, or financial performance.
The position demands strong operational leadership skills, disciplined portfolio management, and a presence that resonates at the executive level. The CDM is responsible for key portfolio KPIs, including revenue management, portfolio margins, customer satisfaction (CSAT), and delivery excellence metrics, reporting directly to the portfolio leader for the designated segment.
Key Responsibilities:
Leadership and Oversight:
- Deliver portfolio-level leadership across approximately 15 accounts, ensuring high levels of client satisfaction and delivery excellence.
- Establish and manage an exception-based oversight cadence, focusing on projects that exhibit KPI deterioration, delivery risks, profitability risks, or compliance gaps.
- Provide clarity to delivery teams (PMs and delivery leads) regarding expectations, governance artifacts, and escalation pathways to ensure predictable delivery at scale.
- Assist the Client Portfolio Management team in identifying portfolio trends, systemic delivery risks, and opportunities for improvement across the project set.
Client & Stakeholder Management:
- Lead challenging client situations as required, driving data-driven narratives, resetting expectations, aligning on remediation plans, securing timely decisions, and keeping internal stakeholders informed.
- Maintain consistent and transparent communication with customers according to governance standards (status health, escalation pathways, and remediation clarity), while ensuring PMs are accountable for routine delivery execution and daily status management.
Portfolio Governance, Risk & Escalation Management:
- Own portfolio-level governance, risk management, and escalation protocols.

