Senior Client IT Manager (CITM)
Role Summary
The Senior Client IT Manager (CITM) is responsible for leading IT service delivery and program oversight for assigned client accounts. This role ensures consistent service performance, operational stability, and successful execution of client-related initiatives, acting as the central point of coordination across technical teams and stakeholders.
Key Responsibilities
IT Service Delivery
- Own end-to-end service delivery performance, ensuring availability, reliability, and quality of IT services.
- Monitor and enforce SLAs, KPIs, and contractual commitments.
- Lead major incident management, ensuring timely resolution and clear stakeholder communication.
- Oversee day-to-day operations, ensuring alignment with service management best practices (e.g., ITIL).
- Drive continuous service improvement initiatives to enhance performance and client satisfaction.
Program Management
- Oversee execution of client-related programs and initiatives, ensuring alignment with business objectives.
- Coordinate cross-functional teams to deliver projects, enhancements, and operational changes.
- Track program milestones, risks, dependencies, and deliverables.
- Provide governance, status reporting, and executive-level updates to stakeholders.
- Ensure effective change management and transition activities with minimal service disruption.
Experience & Qualifications
- 5–8 years of experience in IT service delivery, program management, or related roles.
- Strong understanding of IT operations and service management frameworks.
- Proven experience managing client-facing services and driving program execution.
- Ability to manage multiple workstreams in complex, fast-paced environments.
- Strong stakeholder management and communication skills.
Core Competencies
- Service delivery leadership
- Program & execution management
- Client engagement & stakeholder alignment
- Incident & escalation management
- Strategic thinking with operational focus
Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments - creating exceptional outcomes for our clients and the millions of people who count on them. You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is noticed and valued every day.
About the TeamConduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law.
For US applicants: People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by submitting their request through this form that must be downloaded: click here to access or download the form. Complete the form and then email it as an attachment to [email protected]. You may also click here to access Conduent's ADAAA Accommodation Policy.
Top Skills
What We Do
Conduent delivers mission-critical services and solutions on behalf of businesses and governments — creating exceptional outcomes for its clients and the millions of people who count on them. Through process, technology and our diverse and dedicated associates, Conduent solutions and services automate workflows, improve efficiencies, reduce costs and enable revenue growth. It’s why most Fortune 100 companies and over 500 government entities depend on Conduent every day to manage their essential interactions and move their operations forward. At Conduent, we are one team with one mission. When you join Conduent, you are engaged in creating the future — both our company’s and your own. You’ll have the opportunity to grow and thrive through experiences and formalized learning programs.
