Client Support Manager managing a team of 3 - 15 agents. Overseeing agents, leading KPIs, coaching, and participating in hiring processes.
About the role
- Senior Delivery Manager at Bits In Glass ensuring on-time delivery of enterprise projects while managing client relationships and mentoring teams.
Responsibilities
- Own delivery for 1–3 concurrent enterprise projects; ensure on-time, on-budget, on-scope execution
- Translate SOWs into actionable plans (milestones, resourcing, dependencies, critical path, acceptance criteria)
- Run governance: weekly status, RAID logs, change control, steering committees, and executive readouts
- Serve as the primary client point of contact for project delivery
- Align business and technical stakeholders; drive decision logs and acceptance criteria
- Manage successful end-to-end delivery of software projects for clients
- Drive the lifecycle using practical Agile techniques; champion Agile adoption
- Lead teams of BIG consultants and client resources to ensure delivery dates are met
- Partner with stakeholders to define business processes and integration needs
- Mentor emerging leaders and junior team members
Requirements
- 8–12+ years in consulting/IT delivery
- 3–5+ years managing large programs or multiple projects
- Proven track record delivering projects based on SAAS platforms such as: Boomi/MuleSoft, Appian/Pega, Databricks/modern data
- Strong client leadership, executive communication, and conflict resolution skills
- Mastery of delivery mechanics: RAID, change control, estimation, resource planning, Agile/Scrum
- Financial acumen: forecasting, margins, burn, and variance analysis
- Travel: 20-35% within Canada and the United States (client dependent)
Benefits
- Health and wellness programs
- Paid time off
- Professional development opportunities
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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