Client Services Manager Full Time

Company Description

Dyrand Systems is a leading boutique Managed IT Services firm based in Vancouver, BC, known for its human-centric and tailored approach to technology solutions. By acting as Technical Curators and Stewards, the company ensures personalized IT strategies that align with the unique goals of its clients. With decades of experience, Dyrand Systems is committed to providing stable, secure, and responsive support with a “white-glove service” approach. The company values its team of creative and empathetic individuals who treat IT as a craft and foster meaningful human connections. Operating from its Yaletown “Studio,” Dyrand Systems is dedicated to delivering a premier boutique IT experience in British Columbia.

Role Description

Reporting to the CEO, this is a full-time hybrid role for a Client Services Manager based in Vancouver, BC, with some work-from-home flexibility. The Client Services Manager will oversee client relationships, ensure client satisfaction, and act as the primary point of contact for resolving service-related issues. Key responsibilities include maintaining client accounts via monthly operational meetings and quarterly Strategic Technology Business Reviews, identifying areas for improvement, and ensuring the consistent delivery of high-quality support. Strong emphasis will be placed on building trust, providing personalized service, and coordinating with internal teams to meet client needs effectively.

You are more than a ‘relationship manager’ – you are a consultative client champion. You will

spend your days deeply embedded in our clients’ worlds, meeting in person to understand their unique “craft”, operations, and deploying Strategic Foresight to ensure their technological

roadmaps are as resilient as they are innovative. You are first and foremost a client advocate and

you wear their jersey within Dyrand; you handle client account escalations and are directly

involved with the overall escalation flow within Dyrand, including service delivery, project

services, among other business areas.

Core Responsibilities: Technical Curation, Standards Alignment, & Client Advocacy

The Client Advocate

• Serve as the main voice of the client within Dyrand, supporting every aspect of their
• business, from high-level cyber security posture, escalations, technology roadmap,
• and day-to-day operational efficiency
• Plug in as a deep extension of the client’s business, moving beyond a “third-party
• vendor” to become a trusted internal partner
• You are a client advocate; you wear the client jersey when applicable
• Perform Root Cause Advocacy: When escalations occur, you don’t just close the ticket;
• you deliver long-term solutions into the roadmap to eliminate technical “noise”
• permanently

Consultative Alignment

• Lead monthly in-person meetings to review IT Operational Reports, focusing on granular health metrics, client support alignment, and technical trends
• Deliver high-impact Strategy Technology Business Reviews (STBRs) that align client standards with industry’s best practices every single quarter, powered by ScalePad LMX
• Lead upsell, project sales, technical stack alignment
• Become the Subject Matter Expert (SME) for your clients’ specific technology landscapes and business requirements.

Strategic Roadmap & Financial Ownership

• Translate technical debt into rolling Evergreen Plans that align with client fiscal cycles and business plans
• Maintain full transparency regarding infrastructure health, software lifecycles, and security posture
• Identify opportunities to deploy advanced services, including managed cybersecurity, AI, and cloud consulting, to drive ROI and positive business impact
• Move beyond reactive management by translating client escalations into long-term strategic roadmaps that drive project services and consulting revenue, ultimately supporting client business goals

Procurement, Licensing & Commercial Stewardship (Client Portfolio Ownership)

• Own procurement strategy for your assigned client portfolio, overseeing hardware, software, licensing, and renewals aligned to each client’s roadmap, standards, and budget
• Lead client-facing procurement conversations and translate technical requirements into clear commercial decisions, guiding clients through procurement options with high-level clarity around cost, value, and lifecycle impact
• Manage licensing lifecycle and renewals within your client portfolio, ensuring alignment with approved standards and long-term roadmap integrity
• Partner with Project Services and Operations to ensure procurement aligns with delivery timelines, implementation quality, and strategic outcomes
• Maintain financial discipline and margin awareness by ensuring pricing, markup, and procurement practices align with Dyrand’s standards while delivering clear client value

Ownership Mindset

• Act as a vital pillar of the organization ensuring Dyrand’s “Boutique Experience” is delivered consistently across the board
• Work with internal Team resources to align client requirements with the right solutions
• Collaborate with Operations and Project Services Divisions to optimize service delivery and Dyrand’s suite of services

The Ideal Candidate Profile & Qualifications

The Hybrid Professional:

You thrive in an “Executive Studio” environment, spending 3 days a week in our custom-designed Hamilton Street office while remaining highly mobile for on-site (and remote) client meetings across Vancouver, as required.

Financial Fluency:

• You speak the language of the boardroom. You understand how technological investments protect and impact company financials.

Strategic Visionary:

• You have a proven ability to “see around corners,” identifying security risks, client trends, and technical bottlenecks before they impact a client’s service and infrastructure.

Communication Artistry:

• You can translate “Tech Bits and Bytes” and technical details into executive summaries that resonate with CEOs and CFOs, and other client stakeholders.

Dialed-In Skillset

• Previous experience with PSA (Professional Services Automation) platforms, such as ConnectWise Manage, Autotask, Halo, etc.
• Previous experience within an MSP is considered a strong asset
• Previous experience with Power BI Reporting tools such as BrightGauge or similar.
• Previous experience with cloud-based vCIO/CSM tools, such as ScalePad LMX, Lifecycle Insights, Strategy Overview, or similar, for QBRs, Technology Road Mapping, Asset Lifecycle Management, etc.

Why Dyrand: Curation Over Commodity

At Dyrand, we don’t just offer a career; we offer a seat at the table of a firm built on Technical

Precision and Historic Trust. We have intentionally designed our business to be the “Anti-

Volume” MSP, prioritizing the depth of our impact over the breadth of our client list.

• Depth Over Breadth: Our goal is to ensure every partner receives high-touch, guided oversight. You won’t be managing hundreds of ‘noisy’ accounts; you will be the lead curator for a select group of firms that value strategic foresight.
• The Executive Studio Experience: Work from our custom-designed Studio on Hamilton Street in Yaletown, launching May 2026. Anchored by a Mount Saint Anne and Wrought Iron palette, our Yaletown space is designed specifically to foster focus and creativity. It’s an environment built for hosting CEOs for coffee and collaborating onhigh-level strategy.
• A Mission of Stewardship: We don’t just fix servers; we act as the Stewards of Trust for our clients’ digital legacies. You will be empowered to use strategic foresight to identify future risks and build resilient roadmaps that protect and grow our clients’ business.
• Master the Business of the Craft: Dyrand operates at the intersection of technical excellence and executive-level finance. We empower our team to translate technical debt into fiscal roadmaps that resonate in the boardroom and drive long-term ROI.
• The Impact & Finer Details: Join a growing team with room for advancement, where your work directly shapes the technological foundations of Vancouver’s most prestigious businesses.

o Business casual/casual dress (depending on meetings cadence)

o Vision care, dental care, vision care, extended health care,

o Life insurance

o RRSP matching

o Company events

o Work-life balance

o $72,000 annual salary + commission