Sr. Client Delivery Manager

Hitachi Solutions is a global Microsoft solutions integrator passionate about developing and delivering industry-focused solutions that support our clients to deliver on their business transformation goals. Our industry focus, expertise, and intellectual property is what truly sets us apart. We have earned, and continue to maintain, a strategic relationship with Microsoft. Recognized for our achievements - teaming with our clients to deliver innovative digital solutions and services - is how we have achieved year after year recognition.

As their trusted advisor, we support our clients to deliver on their strategic business initiatives as they unify, automate, and modernize their data and operations to increase efficiency, reduce costs, and enhance their customer’s experience. Our over 3,000 team members across 14 countries, and our 18 years of 100% focus on Microsoft technologies and business applications, is how we deliver excellence through expert services and industry-focused cloud solutions.

A part of Hitachi, Ltd., our company has a long and rich history of innovation, financial strength, and international presence of one of the world’s largest companies. Since 1910, Hitachi, Ltd. has been a leader in manufacturing innovative products and solutions that support industry and social infrastructure around the globe supported by 303,000 employees in over 100 countries and across 864 companies.

Job Description

The Client Delivery Manager (CDM) is a portfolio-level delivery leader responsible for end-to-end delivery excellence, client outcomes and management of KPIs, including financials, across a broad set of up to 15 concurrent clients. The CDM partners with Project Managers (PMs) and delivery teams to ensure consistent execution of the delivery operating model through lightweight, exception-based controls (e.g., project KPI signals, compliance checks, and escalations). They act as the single accountable delivery owner for the portfolio (health, escalation, and governance) while maintaining executive-level situational awareness. The CDM serves as the delivery escalation point when needed helps set expectations, and intervenes directly to manage and resolve challenging client situations when delivery health, customer confidence, or financial performance is at risk.

The role requires strong operational leadership, disciplined portfolio management, and executive-level client presence. The CDM owns portfolio level KPIs including for example revenue under management, portfolio margin, customer satisfaction (CSAT) and delivery excellence metrics. The CDM reports to the portfolio leader for the assigned segment.

Key responsibilities

Leadership and Oversight

Provide portfolio-level leadership across approximately 15 accounts, ensuring client satisfaction and delivery excellence

Establish and run an exception-based oversight cadence, focusing attention on projects with KPI deterioration, delivery risk, profitability risk, or compliance gaps.

Ensure delivery teams (PMs and delivery leads) have clarity on expectations, required governance artifacts, and escalation paths to maintain delivery predictability at scale.

Support the Client Portfolio Management team by identifying portfolio trends, systemic delivery risks, and improvement opportunities across the project set

Client & Stakeholder Management

Lead difficult client situations as needed : drive fact-based narratives, reset expectations, align on remediation plans, secure timely decisions and keep internal stakeholder appropriately informed.

Ensure consistent, transparent customer communication through governance standards (status health, escalation pathways, and remediation clarity), while keeping PMs responsible for routine delivery execution and day-to-day status management.

Portfolio Governance, Risk & Escalation Management

Own portfolio-level delivery health governance, ensuring risks, assumptions, actions, issues, and decisions (RAAID / RAID) are actively managed and escalated appropriately.

Financial & Performance Accountability

Provide oversight of project profitability and key financial KPIs across the portfolio, using standardized controls and exceptions management (e.g., margin erosion, WIP risk, invoicing readiness, revenue forecast integrity, risk tracking).

Ensure timely review and governance of change orders where thresholds or margin impact require elevated oversight; ensure projects are aligned and proactive to current contract variables such as end date and budget consumption, validate that scope, schedule, and financial impacts are reflected in the revenue plan and forecast; and drive internal approval pathways as required.

Enforce financial planning and forecasting hygiene across the portfolio (e.g., ETC / EAC quality, percent complete discipline, timely actuals, and supportable assumptions). Drive corrective actions when inputs are incomplete or inaccurate, and govern policy exceptions / thresholds related to time & expense and invoicing approvals as defined in the operating model (while enabling PM execution where appropriate).

Oversee portfolio-level resourcing health, identifying capacity constraints, delivery risk created by staffing gaps, and systemic role coverage issues.

Operating Model Compliance, Quality & Continuous Improvement

Drive consistent execution of “get to green” motions for troubled projects, ensuring remediation plans are created, tracked, and resolved with measurable outcomes and subsequently leading Lessons Learned forums to capture identifiable improvements

Ensure process compliance across the portfolio (stage gates, governance artifacts, KPI hygiene, and required delivery disciplines), intervening early when compliance gaps create downstream risk.

Contribute to special initiatives that improve delivery governance and scalability, including automation-first KPI controls and portfolio operating rhythms.

Qualifications

Bachelor's degree preferred

Excellent stakeholder management and client-facing skills at senior level, with the ability to influence delivery leaders and cross-functional partners without direct authority.

Proven experience in client management, delivery operations, PM leadership, or multi‑project governance—preferably in consulting, client delivery, or complex environments.

Strong written and verbal communication skills and ability to handle escalations with leadership—able to drive clarity, decision making, and accountability under pressure, including navigating challenging client situations and leading course correction and recovery conversations.

Experience working across geographies and time zones in distributed delivery models is an asset.

Additional Information

We are an equal opportunity employer. All applicants will be considered for employment without attention to age, race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

Base Salary Pay Range* : $135k - 180k CAD.

• The current applicable Base Salary Pay Range for this role is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills relevant to the role, internal equity, alignment with market data, or other law.

Other Compensation / Benefit Overview

Bonus Plan

Medical, Dental and Vision Coverage

Life Insurance and Disability Programs

Retirement Savings with Company Match

Paid Time Off

Flexible Work Arrangements including Remote Work

Remote

Remote – The role may be performed remotely, with flexible work arrangements.

Beware of scams

Our recruiting team may communicate with candidates via our @hitachisolutions.com domain email address and / or via our SmartRecruiters (Applicant Tracking System) notification@smartrecruiters.com domain email address regarding your application and interview requests.

All offers will originate from our @hitachisolutions.com domain email address. If you receive an offer or information from someone purporting to be an employee of Hitachi Solutions from any other domain, it may not be legitimate.

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