Client Delivery Manager

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🔥 34 minutes ago

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F12

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2020

🔒 Cybersecurity

🤝 B2B

💼 Consulting

Cybersecurity • B2B • Consulting

F12 is a Canadian IT services and cybersecurity company that provides managed IT, managed security, cloud, and consulting solutions to businesses across Canada. F12 offers services including managed detection and response (MDR), managed security services (MSSP), penetration testing, phishing prevention training, dark web monitoring, vulnerability management, endpoint protection, identity and access management, and professional security awareness training. They also provide managed IT/MSP offerings such as device-as-a-service (DaaS), fully managed IT subscriptions, co-managed IT, IT service management (ITSM), on-site support, cloud services (Azure cost management, IaaS, Microsoft Cloud, sovereign cloud), disaster recovery, data centre services, cloud & data migration, and IT consulting like vCIO, IT strategy, governance/risk/compliance assessments, and Microsoft Copilot AI assessments. Founded over 30 years ago by Alex Webb, F12 emphasizes built-in cybersecurity, predictable pricing, and industry-focused IT for finance, healthcare, professional services, manufacturing, and other Canadian verticals, with locations across multiple provinces.

📋 Description

• 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.

🏖️ Benefits

• Three weeks’ vacation plus extra Flex Days • Leadership development opportunities • Growth coaching • Reimbursements for educational advancement and certifications • Health Spending Account or RRSP matching • Extended health care • Dental and vision coverage • Disability and life insurance • Employee assistance program • Tuition reimbursement • Paid time off • On-site parking • High-class office amenities • Company events