Overview
At Convverge, we build business-level applications on Microsoft Azure, SharePoint, and the Power Platform that solve complex, high-stakes problems for our clients. We're regional leaders in a growing cloud technology space — and we're growing with it. You'll work alongside developers, architects, and designers who take quality seriously, on projects that challenge you to think beyond the task in front of you.
About Our Team
We're a close-knit, high-trust team that moves fast and counts on each other to deliver. We're passionate problem solvers who lead with quality, not just in what we build, but in how we work together and with our clients.
We believe small, empowered teams do their best work when they're trusted to own outcomes. That means less bureaucracy, more accountability, and the kind of environment where your contributions are visible and your growth is real.
We value diverse backgrounds and experiences, because the best solutions come from teams that don't all think the same way.
About the Role
The Client Delivery Specialist is responsible for ensuring a seamless client experience across support services, small project engagements, and ongoing service delivery activities.
This role blends elements of customer success, service delivery, and project management. You will be the primary coordinator for incoming client requests, manage support queue operations, facilitate resource coordination, monitor delivery progress, and proactively communicate with clients and internal teams.
The ideal candidate is highly organized, proactive, customer-focused, and comfortable managing multiple priorities in a fast-paced consulting environment.
Key Responsibilities
Client Relationship Management
- Serve as a primary point of contact for client support and delivery-related matters.
- Build strong relationships with clients through proactive communication and responsiveness.
- Provide regular updates on support tickets, service requests, and small project activities.
- Manage client expectations and escalate concerns when appropriate.
- Help ensure an exceptional customer experience across all interactions.
Service Delivery Coordination
- Own the day-to-day operation of the service desk and support queue.
- Monitor incoming requests and ensure proper triage, prioritization, and assignment.
- Track ticket progress through resolution and ensure timely follow-up.
- Monitor service levels and escalate aging or at-risk items before they breach
- Coordinate support activities across multiple delivery teams and practice areas.
- Maintain visibility into workload, backlog, and resource capacity.
- Ensure ticket hygiene: correct client, correct classification, correct billing treatment
Project Coordination
- Support the delivery of small projects and enhancement engagements.
- Schedule meetings, manage action items, and track project milestones and budget consumption.
- Coordinate resources, timelines, and client communications.
- Assist project managers and practice leaders with project administration and reporting.
- Identify risks, dependencies, and resource constraints early
- Support delivery gate reviews and governance checkpoints
- Own the onboarding process for new managed services clients, from signed agreement to steady-state support
- Facilitate the onboarding kickoff and confirm service scope, contacts, escalation paths, and service level expectations against the signed agreement
Process & Enablement
- Prepare service delivery reports and performance metrics.
- Track client support consumption and service utilization.
- Maintain client records, documentation, and delivery artifacts.
- Support continuous improvement initiatives across service delivery processes.
- Contribute to the development and maintenance of operational procedures and knowledge assets.
- Support onboarding for new delivery staff: Teamwork setup, time entry standards, PMO process orientation, and templates
- Maintain onboarding documentation so it stays current as tooling and process change
Collaboration
- Work closely with Practice Leaders, Consultants, Project Managers, and Account Managers.
- Facilitate communication between technical teams and clients.
- Support leadership with reporting, forecasting, and operational planning activities.
- Foster a culture of accountability, responsiveness, and customer success.
Qualifications and Experience
Required
- 2-5 years of experience in one or more of the following:
- - Customer Success
- - Service Deliver
- - Project Coordination
- - IT Operations
- - Professional Services
- - Managed Services
- Strong organizational and time management skills.
- Exceptional written and verbal communication abilities.
- Ability to manage competing priorities and deadlines.
- Strong attention to detail and follow-through.
- Customer-focused mindset with a commitment to service excellence.
- Experience working with business systems and collaboration tools.
Preferred
- Experience in a consulting firm, MSP, or technology services organization.
- Familiarity with Microsoft technologies and the Microsoft ecosystem.
- Experience with ticketing, project management, or CRM platforms.
- CAPM, PMP, ITIL Foundation, or related certifications.
- Exposure to project delivery methodologies and operational reporting.
Benefits
- Competitive salary and benefits package.
- Opportunity to join a growing dynamic team.
- Career advancement and professional development opportunities.
- Work with cutting-edge technologies and industry-leading clients.
What we Expect
Our team shows up ready to do great work, and we expect the same from you. We collaborate, take ownership seriously, and hold each other to a high standard. In return, you'll find a team that has your back and clients who genuinely value what we build together.
What we Value
Our company leads with a values-based mindset, and we believe the best career matches happen when personal values align with ours. Before you apply, take a moment to review our five core values — we think it's worth your time.
Application Process
If this sounds like the right fit, we'd love to hear from you. Submit your resume and a cover letter telling us about your experience and why Convverge is the right next step.
Location:
- Calgary, AB T2P 3H9 (required)
Work Location: In person
