Expert Service Delivery Manager

Client Operations Manager (COM)

Level: Senior Manager

Role Summary

The Client Operations Manager is an operational leader responsible for end-to‑-end service performance, client satisfaction, and the ongoing maturity of managed services for a client or portfolio of clients. This role applies independent judgment to lead complex operational situations, drive continuous improvement, and partner closely with account leadership to strengthen and grow client relationships. The Client Operations Manager also serves as a strong client advocate, balancing client needs with operational realities to ensure sustainable delivery ‑outcomes.

Key Responsibilities

Operational Leadership & Accountability

• Own overall operational outcomes for assigned clients, including SLA, MTTA, and MTTR performance.
• Proactively identify systemic risks, trends, and recurring issues; drive corrective action.
• Lead exception handling, prioritization decisions, and complex issue resolution.
• Ensure operational stability while balancing BAU and client‑initiated demand.

Client Relationship & Strategic Engagement

• Act as the senior operational authority for clients.
• Lead client operational reviews, performance discussions, and service health conversations.
• Ensure operational metrics, service delivery, and client sentiment remain aligned.
• Manage escalations and difficult client situations with confidence and credibility.

Operational Excellence & Process Improvement

• Examine and refine intake processes to improve standardization, efficiency, and demand qualification.
• Drive continuous improvement initiatives across ticket management, change, and service workflows.
• Review and analyze internal KPIs, identifying trends and systemic improvement opportunities.
• Establish the best operational practices and ensure consistent execution across teams.
• Maintain a Book of work for the client/s for all activities being performed outside of the ticketing system.

Leadership, Mentorship & Business Support

• Provide guidance and oversight to Managers and operational team members.
• Partner with Account Management to identify growth opportunities and address client needs.
• Share insights and operational trends with senior leadership.
• Contribute to business development through operational credibility and client trust.

Planning, Reporting & Governance

• Deliver executive level operational summaries and insights.
• Anticipate future risks, demand, and capacity challenges.
• Ensure disciplined execution, follow through, and governance across the book of work.

Success Measures

• Sustained SLA and operational performance across clients
• Strong, trusted client relationships
• Reduced operational risk and recurring issues
• Demonstrated operational maturity and continuous improvement
• Contribution to account stability and growth