Sr. Client Delivery Manager

Hitachi Solutions•Irvine, CA

7h•Remote

About The Position

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.

Requirements

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.

Responsibilities

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