Client Delivery Manager

About Us:

Opensity Solutions is the largest tech‑enabled managed services organization serving leading law firms, financial institutions and professional services firms. At Opensity, we provide integrated operational platforms, automation and advisory services that enable clients to modernize operating models, reduce cost and accelerate growth. Our capabilities include IT and technology solutions, document processing and administrative support, marketing and communications, billing and AP/AR services, records and information governance, workflow automation, consulting and hospitality and facilities services.

Our Mission:

Our mission is to provide modernized technology platforms, elevated technology support, and valuable insights, empowering our clients to excel in what they do best.

Job Description

The role of Client Delivery Manager is a key leadership role responsible for ensuring the smooth operation of onsite technical support services. This position entails overseeing the onsite support team, managing service delivery, and maintaining high standards of customer satisfaction. The Client Delivery Manager will collaborate with various departments to optimize processes and drive continuous improvement initiatives in onsite support operations.

Site Management & Client Relationship

• Serve as the principal liaison between Opensity Solutions, on-site employees, and the client
• Ensure consistent communication with the client regarding service delivery, staffing, and operational performance
• Demonstrate knowledge of all services, turnaround times, and client expectations
• Maintain strong client relationships and ensure high levels of client satisfaction
• Identify opportunities to expand services and improve operational efficiency

Team Leadership & Supervision

• Supervise, delegate, and support all on-site employees to ensure productivity and service standards are met
• Recruit, interview, hire, and onboard new employees for site-level positions
• Train, coach, evaluate, and develop employees to support professional growth and performance improvement
• Schedule staff to ensure full coverage of operating hours while minimizing overtime
• Promote a professional, service-driven team environment

Operational Service Delivery

• Oversee all on-site service functions including mail, copy, print, scan, reception, hospitality, and facilities support
• Ensure accurate and timely completion of all service requests per client standards
• Maintain organization and readiness of office support areas including copy rooms, kitchens, conference rooms, and common areas
• Ensure proper handling of mail, packages, and courier services according to established procedures
• Support basic facilities coordination including office moves, equipment support, and workspace organization

Reporting & Process Improvement

• Track operational performance and productivity metrics for site operations
• Assist in preparing monthly reports for leadership and client review
• Identify opportunities to improve workflow efficiency, service quality, and operational consistency
• Support implementation of process improvements and best practices across the site

Compliance & Administration

• Ensure compliance with company policies, client requirements, and safety procedures
• Maintain documentation related to staffing, scheduling, and operational performance
• Support administrative tracking of site operations and service delivery requirements

Position Requirements / Experience / Education:

• High School Diploma required; Associate’s or Bachelor’s degree preferred
• 3+ years of supervisory experience in a client service, office services, hospitality, or facilities environment
• Strong leadership and people management skills with the ability to develop and motivate teams
• Excellent communication, organizational, and problem-solving skills
• Ability to work independently with minimal supervision
• Proficiency in Microsoft Office (Word, Excel, Outlook)
• Ability to lift or move 40 lbs. or greater
• Ability to grasp, lift or carry packages on a standard wheeled cart with a load capacity of 75 lbs.
• Ability to walk, bend, kneel, stand or sit for an extended period of time

The Compensation range for this role is 80,000 to 90,000 USD per year. Actual compensation within that range will be dependent upon the individual's location, skills, experience and qualifications.

 

All eligible employees receive access to a comprehensive benefits package, including:

Medical insurance

Dental insurance

Vision insurance

401(k) retirement plan

Paid Time Off (PTO)

Opensity is committed to fostering an inclusive, equitable, and accessible workplace. We believe diverse perspectives strengthen our teams and the work we do for our clients. 

Opensity provides equal employment opportunities to all applicants and employees and does not discriminate on the basis of race, colour, religion or creed, sex, sexual orientation, gender identity or expression, age, national or ethnic origin, ancestry, citizenship, disability, family status, marital status, source of income, record of offences, or any other characteristic protected under applicable federal or provincial human rights legislation. 

We are committed to fair and barrier free recruitment, selection, and employment practices, and to providing reasonable accommodation throughout the hiring process and employment lifecycle, in accordance with applicable human rights legislation. 

Candidates who require accommodation during any stage of the recruitment process are encouraged to advise our Talent team so appropriate support can be provided.