At Broadridge, we've built a culture where the highest goal is to empower others to accomplish more. If youre passionate about developing your career, while helping others along the way, come join the Broadridge team.
The Client Delivery Manager is responsible for managing the delivery of contracted services to clients, ensuring that all SLAs (service level agreements) and KPIs (key performance indicators) defined in relevant contracts are consistently met or exceeded. This role maintains strict oversight of project schedules, risk, scope of work, and budgets, and ensures that operational teams and subcontractors have a thorough understanding of client requirements. The Client Delivery Manager builds and sustains strong client relationships, providing day-to-day advice and support, while also championing the organizations capabilities to clients. This individual identifies and refers sales opportunities and contract extension possibilities to account managers, securing additional business where appropriate. The position may oversee both short- and long-term contracts of varying complexity and strategic importance. Additionally, the Client Delivery Manager establishes consistent processes for reviewing and assessing service metrics and reporting, applies a theoretical knowledge base to achieve goals through their own work, demonstrates functional expertise gained through formal education, and may provide guidance to others as a project manager using technical expertise.
Roles & Responsibilities:
Manage day-to-day delivery of contracted services, ensuring adherence to SLAs and KPIs.
Oversee and control project schedule, risks, scope, and budget to guarantee successful service delivery.
Ensure operational teams and subcontractors fully understand and meet client requirements.
Build and maintain strong, trust-based relationships with clients, offering ongoing advice and support.
Conduct regular service reviews and assessments, providing transparent and actionable reporting to clients.
Identify and communicate opportunities for additional business or contract extensions to account managers.
Serve as the primary point of contact for clients and internal delivery teams.
Facilitate resolution of escalated issues, ensuring timely and satisfactory outcomes.
Promote the organizations services and capabilities to clients, positioning new solutions as appropriate.
Establish and enforce consistent processes for service measurement, governance, and reporting.
Monitor trends in service delivery and propose process improvements to enhance client satisfaction and operational efficiency.
Mentor and provide guidance to team members by sharing technical and functional expertise.
Qualifications:
Bachelors degree in Business, Information Technology, Project Management, or related field.
10+ years of experience in client delivery, service management, project management, or related function.
Strong grasp of SLA and KPI management within a service delivery or client-facing environment.
Experience overseeing project schedules, risks, budgets, and scope of work.
Proven ability to build and maintain robust client relationships.
Demonstrated track record managing successful delivery of both short- and long-term contracts.
Excellent communication, negotiation, and presentation skills.
Analytical mindset with the ability to interpret and report on service performance metrics.
Proven ability to mentor or guide teams based on technical expertise.
Applies a theoretical knowledge base to work to achieve goals through own work.
Characterized by specific functional expertise typically gained through formal education.
May provide guidance to others as a project manager using technical expertise.
Salary range $95,000.00- $100,000.00 USD. Bonus Eligible.
Broadridge considers various factors when evaluating a candidate's final salary including, but not limited to, relevant experience, skills, and education.
Please visitwww.broadridgebenefits.comfor more information on our comprehensive benefit offerings.
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We are dedicated to fostering a collaborative, engaging, and inclusive environment and are committed to providing a workplace that empowers associates to be authentic and bring their best to work. We believe that associates do their best when they feel safe, understood, and valued, and we work diligently and collaboratively to ensure Broadridge is a companyand ultimately a communitythat recognizes and celebrates everyones unique perspective.
US applicants: Clickhere (https://www.eeoc.gov/sites/default/files/2023-06/22-088\EEOC\KnowYourRights6.12ScreenRdr.pdf) to view the EEOC " Know Your Rights " poster.
Disability Assistance
We recognize that ensuring our long-term success means creating an environment where everyone is welcome, where everyone's strengths are valued, and where everyone can perform at their best. Broadridge provides equal employment opportunities to all associates and applicants for employment without regard to race, color, religion, sex (including sexual orientation, gender identity or expression, and pregnancy), marital status, national origin, ethnic origin, age, disability, genetic information, military or veteran status, and other protected characteristics protected by applicable federal, state, or local laws.
If you need assistance or would like to request reasonable accommodations during the application and/or hiring process, please contact us at 888-237-7769 or by sending an email to BRcareers@broadridge.com .
Broadridge Financial Solutions, Inc. (NYSE: BR) , is a global Fintech leader, delivering technology-driven solutions that drive digital transformation for banks, broker-dealers, asset and wealth managers and public companies. At Broadridge, we are committed to making a difference (https://www.broadridge.com/about/sustainability/) . Our unique culture is guided by the Service-Profit Chainthe idea that success is mutual, directly connecting employee engagement, client satisfaction, and the creation of stockholder value. We enable better financial lives by providing the critical infrastructure that powers investing, corporate governance and communications . A certified Great Place to Work, Broadridge is part of the S&P 500 Index, employing over 14,000 associates in 21 countries.
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Broadridge is committed to creating an engaging workplace for the most talented associates in our industry. We are dedicated to fostering a collaborative, inclusive , and healthy environment that promotes flexibility and accountability. As a leading provider of technology, communications, and data and analytics solutions to businesses around the world, it is critical that we understand, embrace, and operate in a multicultural environment. Every associate has unique strengths, which, when fully appreciated and embraced, allow individuals to perform at their best, leading to our success.
We believe that our associates are our most important asset. Encouraging professional development opportunities is a core part of our culture. Broadridge provides educational opportunities, including formal classes, training programs and events. To enable learning in our hybrid working model, Broadridge has redesigned all development programs for 100% virtual delivery. Our associates have access to 8,500+ online courses covering business, leadership, technical, and function-specific topics through our LinkedIn Learning program.
