CLIENT IT MANAGER (CITM)

About Supra Its

Founded in 1999, Supra ITS has evolved into a globally trusted IT partner delivering world-class Managed IT, Cybersecurity, Application Services, Digital Transformation, and BPO solutions. With headquarters in Mississauga, Supra ITS operates with more than 700 employees globally, supported by advanced Network Operations Centers (NOCs) in Canada and India providing 24 / 7 monitoring and operational excellence.

Supra ITS offers a complete portfolio of IT services from hybrid infrastructure management and private cloud hosting to disaster recovery, Application Development to BPO, service desk operations, and advanced cybersecurity. With a security-first mindset and SLA-driven accountability, Supra ITS ensures business-critical uptime for clients across North America.

A STRATEGIC PARTNERSHIP WITH CANON : Supra ITS is strengthened by its strategic partnership with Canon Canada, a global technology leader. Canon’s equity investment in Supra ITS reflects a shared commitment to operational excellence and technological innovation. Operating from Canon Canada’s headquarters, Supra ITS leverages close daily collaboration, knowledge exchange, and co-innovation. Together, Canon and Supra deliver secure, scalable, high-performance IT solutions that drive digital transformation and optimize operational outcomes for customers across North America.

The Role

The Client IT Manager (CITM) is the single accountable owner for the overall relationship, service experience, and long-term success of a defined portfolio of Supra ITS customers. This is a senior, customer-facing leadership role focused on deeply understanding each client’s business, identifying challenges, coordinating solutions, and ensuring consistent service delivery. Growth and expansion of the account are expected outcomes of trust, effective governance, and value delivery, not transactional selling.

You are a highly capable, client-facing IT professional who thrives at the intersection of technology, business, and service delivery and takes full ownership of customer outcomes and long-term relationships.

Responsibilities

• Client Ownership & Relationship Management : Own the end-to-end relationship for assigned client accounts; Build strong, trusted relationships with client executives, IT leaders, and business stakeholders; Act as the client’s advocate inside Supra ITS; Proactively identify at-risk customers to Supra and assist in the development of the rehabilitation plan; Maintain consistent, proactive engagement through structured and informal interactions.
• Governance, Reporting & Executive Engagement : Lead monthly and quarterly business reviews (MBRs / QBRs) with clients; Prepare and present clear, business-focused reporting covering service performance and SLA adherence, incident and problem trends, change activity and risk management, and service improvement initiatives; Ensure governance conversations focus on outcomes, risks, and continuous improvement; Track customer satisfaction trends and drive internal actions where improvement is required.
• Service Delivery Oversight & Escalation Ownership : Maintain continuous visibility into service delivery for assigned clients; Act as part of the Incident management team for high priority issues and as the primary escalation point for service, operational, or relationship concerns; Ensure appropriate internal teams are engaged promptly; Maintain client confidence through clear communication, expectation-setting, and follow-through; Proactively identify service risks and ensure they are addressed before impacting the client.
• Technology Advisory & Business Problem Solving : Develop a deep strategic understanding of each client’s business model, challenges, technology landscape, risk and governance needs; Engage Supra ITS Subject Matter Experts (SMEs) to support solution design and validation; Translate business challenges into practical, outcome-driven technology and service recommendations; Identify opportunities where Supra ITS’ broader capabilities can solve business needs; Within the first 90 days of onboarding a new client, deliver a State of IT Environment Review as a baseline roadmap for improvement; Annually present forward-looking recommendations aligned with business priorities and risk reduction.
• Account Growth Through Value & Portfolio Expansion : Growth is expected as a natural outcome of effective partnership and problem-solving; Proactively explore areas for additional Supra ITS services; Introduce relevant Supra capabilities when they provide clear business value; Leverage internal SMEs across Application Development, BPO & process services, Cybersecurity, and Cloud & infrastructure optimization; Ensure all expansion discussions are consultative, justified, and aligned with client outcomes.
• Contract, SOW & Financial Governance : Maintain an understanding of client contracts, SLAs and service scope; Identify changes that may require contract updates; Prepare SOWs for contract changes, incremental or additional services, and new initiatives; Collaborate with internal teams to finalize SOWs; Receive solutioning support from SMEs for complex offerings; Work with Finance to validate billing, assist with collections, track changes in environment or service scope, and support renewals.

Skills & Attributes

Education & Experience

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