Client Delivery Manager

About F12: F12 was built by uniting IT consulting firms across Canada with a shared vision: to reduce risk and complexity by crafting technology platforms that empower leaders to focus and thrive. We elevate IT conversations from ingredients to outcomes, delivering fully designed solutions with no bad options. If you’re looking for the fast lane into an IT career or want to supercharge your professional development, you’ve come to the right place. At F12, you’ll collaborate with a diverse team and gain exposure to technology services across countless businesses, building a resume rich with experience and accomplishments. Our mission is to elevate our employees by building and retaining an elite team of IT professionals equipped to deliver unmatched service to Canadian business leaders. We value humble service, continuous improvement, and hard work—and we’re looking for like-minded individuals to join us.

The Position: Initially reporting to the Director, Enterprise Managed Services, the Enterprise Client Delivery Manager is a senior client-facing service delivery leadership role responsible for coordinating, governing, and driving delivery across complex enterprise commitments for a defined set of strategic clients. The role ensures that recurring services, roadmap activities, escalations, reporting, governance forums, and cross-functional delivery teams are aligned to contractual commitments and client outcomes. Unlike a broader account-management role, this position is primarily focused on delivery, orchestration, service performance, stakeholder alignment, and sustained execution against client commitments.

Responsibilities: 

• Client commitment to ownership and delivery orchestration
• Coordinate activities across F12 delivery streams, maintain a single integrated view of commitments, deadlines, dependencies, and risks for the defined set of strategic clients.
• Governance, cadence, and reporting
• Run/coordinate monthly and quarterly service meetings, prepare summaries, maintain action/risk logs, and ensure follow-through.
• Escalation and issue management
• Act as the delivery escalation point for service issues, ambiguous requests, out-of-scope items, and cross-team blockers.
• Hands-on leadership and delivery support
• A contributor who remains close to the delivery reality, stepping in as required to directly support coordination, problem-solving, and issue resolution. They are pragmatic and action-oriented—ensuring that gaps are not only identified but actively resolved through direct contribution when necessary.
• Stakeholder alignment and expectation management
• Ensure F12 and client stakeholders are aligned on priorities, scope, delivery rhythm, and required decisions.
• Performance and continuous improvement
• Track whether delivery is meeting contractual intent, highlight gaps, and drive structural improvements in process, coordination, and service visibility.
• Structured intake and out-of-scope coordination
• Triage new asks, route decisions, and convert unclear requests into governed actions or properly scoped follow-on work.

Requirements: 

• 7–10+ years of experience in service delivery management, client success, managed services, or program delivery within an MSP, enterprise IT services, or consulting environment.
• Proven experience coordinating delivery for complex enterprise clients across multiple technical and operational workstreams.
• Strong experience with client governance, service reviews, status reporting, escalations, KPI/SLA oversight, and continuous improvement.
• ITIL, PMP, PRINCE2, Prosci, or similar service delivery / project / change management certification.
• Experience working with Microsoft-centric enterprise environments involving Microsoft 365, Copilot, endpoint, cloud, security, or adoption/change programs.
• Demonstrated ability to manage stakeholder expectations and build trusted relationships across technical, operational, and leadership audiences.
• Strong understanding of managed services delivery, service scope governance, and structured handling of escalations and out-of-scope requests.
• Sufficient technical fluency to work effectively with Microsoft-focused delivery teams across M365, cloud, security, endpoint, and project services.
• Strong organizational, communication, and follow-through skills, with the ability to bring structure and clarity to complex client commitments.
• Must be eligible and willing to travel to the United States on an as-needed basis to support client engagements and organizational objectives.

Competencies:

• Empathy driven communication & user centric mindset
• Problem solving & critical thinking
• Detail orientation with disciplined execution
• Change leadership & stakeholder engagement
• Effective facilitation & consultative communication
• Organization and ability to manage multiple priorities
• Team collaboration and willingness to share knowledge

What You Can Expect from Us: We are proud of our forward-thinking, dynamic culture that champions diversity, inclusivity, and a respectful working environment. We also want to make sure that however you get IT done in all parts of your life, we’ve got your back. Our comprehensive total rewards program includes:

• Work-Life & Growth: Three weeks’ vacation plus extra Flex Days, leadership development opportunities, growth coaching, and reimbursements for educational advancement and certifications.
• Health & Financial Well-Being: Health Spending Account or RRSP matching, extended health care, dental and vision coverage, disability and life insurance, and an employee assistance program.
• Additional Perks: Tuition reimbursement, paid time off, on-site parking, high-class office amenities, and company events.

Our Equal Opportunity Commitment: F12.net practices as an equal opportunity employer in all services locations. We are committed to building and maintaining a diverse workforce in experience, skills and knowledge. The company maintains a strict policy to ensure equal employment opportunities and does not discriminate based on any grounds and elements protected by law. For those requiring assistance with disabilities, information relating to accommodation and accommodation measures will be addressed confidentially. Please notify us in advance if any accommodation needs are required.

The above statements are intended to describe the general nature and level of work performed by people assigned to this job classification. They are not intended to be an exhaustive list of all responsibilities and duties required of people assigned to this job classification.