Client Delivery Manager

About F12:  F12 was built by uniting IT consulting firms across Canada with a shared vision: to reduce risk and complexity by crafting technology platforms that empower leaders to focus and thrive. We elevate IT conversations from ingredients to outcomes, delivering fully designed solutions with no bad options. If you’re looking for the fast lane into an IT career or want to supercharge your professional development, you’ve come to the right place.

At F12, you’ll collaborate with a diverse team and gain exposure to technology services across countless businesses, building a resume rich with experience and accomplishments. Our mission is to elevate our employees by building and retaining an elite team of IT professionals equipped to deliver unmatched service to Canadian business leaders. We value humble service, continuous improvement, and hard work—and we’re looking for like-minded individuals to join us.
The Position:
Initially reporting to the Director, Enterprise Managed Services, the Enterprise Client Delivery Manager is a senior client-facing service delivery leadership role responsible for coordinating, governing, and driving delivery across complex enterprise commitments for a defined set of strategic clients. The role ensures that recurring services, roadmap activities, escalations, reporting, governance forums, and cross-functional delivery teams are aligned to contractual commitments and client outcomes.

Unlike a broader account-management role, this position is primarily focused on delivery, orchestration, service performance, stakeholder alignment, and sustained execution against client commitments.
Responsibilities:
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 work streams.
Strong experience with client governance, service reviews, status reporting, escalations, KPI/SLA oversight, and continuous improvement.
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…