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Flextrack Inc

Client Service Delivery Manager

Canada

Full-time

Apply on LinkedIn About employer

Applications open in a new tab.

Job details

Job type: Full-time
Posting language: English
Posted: Nov 13, 2026

Original job description

The Opportunity:

The Client Service Delivery Manager is a key leadership role within our Customer Success organization, accountable for the day-to-day operation, responsiveness, and quality of support and ongoing services delivered to existing Flextrack clients.

You will lead client-facing service and platform specialists, oversee support requests, incidents, escalations, and configuration needs, and coordinate with Product, Solutions, and Technology teams to drive timely resolution. You will provide clients with clear communication, reliable follow-through, and predictable service outcomes.

This role is ideal for a hands-on, customer-focused leader who combines enterprise SaaS support management, operational discipline, technical aptitude, and team development.

What Success Looks Like:

Within your first six months, you will have:

Established clear ownership, intake, triage, escalation paths, and service management processes, and backlog management for client support requests.
Implemented consistent reporting on support volumes, SLA performance, response and resolution times, ticket aging, backlog, and service quality.
Established a predictable cadence of operational service reviews with key clients and internal stakeholders.
Reduced recurring support issues through root cause analysis, knowledge sharing, documentation, and coordinated corrective actions.
Improved team effectiveness through coaching, workload management, resource coverage, and clear performance expectations.
Established effective handoffs and escalation processes with Product, Solutions, and Technology teams for defects, configuration requests, and enhancements.

Day-to-Day You Will:

Own Client Support Operations

Lead the daily operation of Flextrack’s client support function, ensuring timely and effective responses to inquiries, incidents, and service requests.
Set, monitor, and improve service-level targets for response, resolution, and quality in accordance with client commitments.
Ensure incoming support requests are categorized, prioritized, assigned, escalated, and resolved with clear ownership.
Oversee incident management, including major incident coordination, client updates, service restoration, and post-incident reviews.
Review ticket volumes, aging, recurring issues, and client feedback to identify opportunities for permanent resolution and process improvement.
Manage staffing coverage, workload distribution, and operational readiness to provide reliable support across the client base.

Lead and Develop a High-Performing Service Team

Provide leadership, mentorship, and direction to client-facing support and service specialists, including Customer Success Managers where assigned to the role.
Foster a culture of accountability, collaboration, continuous improvement, and customer-centricity.
Support team development through coaching, performance management, and career growth opportunities.
Establish and reinforce best practices for ticket ownership, client communication, documentation, and service delivery.

Manage Client Requests and Cross-Functional Resolution

Own the end-to-end management of client support requests, configuration changes, and service issues, coordinating with Product, Solutions, and Technology teams to ensure timely resolution and clear communication of commitments.
Ensure requests are accurately scoped, prioritized, assigned, tracked, and communicated to clients, with clear accountability for next steps.
Partner with Product and Technology to distinguish configuration issues from product defects and enhancements, and to coordinate technical resolution without assuming ownership of the product roadmap or development resources.
Build scalable request management and handoff processes that support predictable outcomes and an exceptional client experience.

Build Trusted Operational Client Partnerships

Develop strong working relationships with client program administrators, operational stakeholders, and executive sponsors as appropriate.
Serve as the senior escalation point for complex service issues, coordinating resolution, timely updates, and follow-up actions.
Lead regular operational service reviews covering support performance, open issues, risks, recurring incidents, and agreed action items; contribute service updates to strategic business reviews led by Customer Success.
Understand client operational requirements and collaborate with Customer Success Managers to sustain confidence, adoption, and long-term client relationships.

Measure and Continuously Improve Service Performance

Establish support governance, escalation paths, prioritization rules, coverage plans, and a regular operational management cadence.
Monitor service performance using measures such as SLA attainment, first response and resolution times, open ticket volume, ticket aging, backlog, and client satisfaction; identify trends and drive improvements.
Use incident reviews, root cause analysis, knowledge management, and collaboration with Product, Solutions, and Technology teams to reduce repeat issues and improve release readiness.
Contribute to client retention through reliable service quality and proactive operational issue management, while partnering with Customer Success on broader account strategy and growth.

It would be amazing if you have:

5+ years of progressive experience in enterprise SaaS service delivery, technical/application support, customer operations, or a related client-facing service function, including 3+ years of people leadership experience.
Experience supporting business-critical enterprise SaaS platforms used by complex organizations, including configurable workflows and integrations.
Demonstrated success managing client escalations, service expectations, and high-visibility operational stakeholders.
Strong understanding of ticket management, SLAs, incident and problem management, backlog prioritization, and support operations.
A proven backlog management framework
Strong written and verbal communication, issue-resolution, and client stakeholder management skills.
Ability to collaborate effectively across cross-functional teams and influence without direct authority.
Commitment to obtaining Salesforce Administrator certification within six months of joining Flextrack (training and certification provided).
Experience diagnosing functional or configuration issues in enterprise SaaS applications and working with technical teams to distinguish defects from enhancement requests.

Preferred Qualifications:

Experience with Vendor Management Systems (VMS), workforce management platforms, HR technology, or procurement solutions.
Experience supporting contingent workforce environments.
Salesforce Administration experience and/or Salesforce Administrator certification.
Experience with ITIL or comparable IT service management practices, and service management tools such as Jira Service Management, ServiceNow, Zendesk, or similar platforms.
ITIL Foundation certification or equivalent practical experience applying structured service management practices.
Experience working with enterprise, public-sector, or highly regulated organizations across North America.

The Company:

Flextrack is a cloud-based VMS designed to optimize and integrate the modern workforce. We thrive in a fast-paced, collaborative environment where innovation drives real impact. Your ideas matter, and your contributions shape the future of workforce solutions.

We are committed to fostering an inclusive and accessible culture where everyone feels valued, respected, and supported. If you require an accommodation for the recruitment/interview process, please let us know and we will work with you to meet your needs.

🚀 Ready to make an impact? Learn more at Flextrack.com.

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More about this job

Responsibilities

Lead daily client support operations, manage service levels, incidents, escalations, requests, staffing, and team development. Coordinate with Product, Solutions, and Technology teams to resolve issues, improve service processes, and maintain trusted client relationships through operational reviews and performance reporting.

Requirements

Requires 5+ years of progressive experience in enterprise SaaS service delivery, technical or application support, customer operations, or a related client-facing function, including 3+ years of people leadership. Candidates should have experience with enterprise platforms, support operations, SLAs, incident and backlog management, client escalations, and cross-functional resolution; Salesforce Administrator certification must be obtained within six months of joining.

Skills

SaaS Service Delivery
Client Support Operations
People Leadership
Incident Management
Problem Management
SLA Management
Backlog Management
Escalation Management
Root Cause Analysis
Ticket Management
Client Stakeholder Management
Cross-Functional Collaboration
Configuration Troubleshooting
Service Performance Reporting
Knowledge Management
Salesforce Administration

Visa sponsorship

Not detected in the job text

Keywords

Enterprise SaaS
Flextrack
Vendor Management Systems
Workforce Management
HR Technology
Procurement Solutions
Contingent Workforce
Salesforce
ITIL
IT Service Management
Jira Service Management
ServiceNow
Zendesk
Service-Level Agreements
Incident Management
Problem Management
Backlog Prioritization
Ticket Management
Root Cause Analysis
Knowledge Management
Configuration Management
Client Support
Customer Success
Operational Service Reviews
Escalation Management
SLA Performance
Enterprise Integrations
Public-Sector Organizations
Regulated Organizations

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