Managed Services Program Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Provide leadership for one or more strategic managed services clients.

• Serve as the main operational liaison and central point of accountability for service delivery results.

• Cultivate and sustain trusted relationships with customer executives, operational stakeholders, and business partners.

• Function as a trusted advisor, ensuring effective communication between customers and Logicalis.

• Oversee customer concerns, escalations, triage, stakeholder coordination, communication, and resolution oversight.

• Maintain accountability for the delivery of contracted services across Logicalis service groups.

• Ensure adherence to governance processes, service review schedules, escalation protocols, and operational commitments.

• Coordinate among Service Delivery, Engineering, Security, Project Management, Support, Sales, Finance, and other internal teams.

• Identify risks related to operations, service delivery, and customer satisfaction, and supervise mitigation plans.

• Promote continuous improvement by addressing process gaps and recurring service challenges.

• Monitor risks, decisions, dependencies, action items, and commitments until timely resolution.

• Implement problem management practices to identify root causes and establish corrective actions.

• Plan, prepare, coordinate, and facilitate monthly, quarterly, and annual business reviews.

• Create executive-level presentations and concise communications to support informed decision-making.

• Maintain communication with Sales, Engineering, Service Delivery, and Finance regarding significant customer issues, risks, priorities, and initiatives.

• No supervisory responsibilities.

⛳️ Requirements

• Bachelor’s Degree in a related field; equivalent combinations will be considered.

• Over 7 years of experience in program management, managed services, IT outsourcing, customer success, service delivery, client operations, or equivalent customer-facing leadership roles.

• Proven success in managing complex enterprise customer relationships in a high-touch setting.

• Strong program management abilities, including issue tracking, governance discipline, stakeholder coordination, risk management, and action-item accountability.

• Exceptional communication skills with customer executives, operational leaders, internal leadership, engineers, sales teams, and finance stakeholders.

• Demonstrated capacity to manage escalations, navigate emotionally charged situations, and convert conflict into productive, structured actions.

• Strong judgment, executive presence, and the ability to influence outcomes without direct authority in a matrixed organization.

• Ability to comprehend technical concepts sufficiently to coordinate resources and communicate status without being the technical owner.

• Experience in supporting large enterprise or strategic managed services accounts.

• Familiarity with ITIL-based service management practices, including incident, problem, change, and service review processes.

• Background in managed services, infrastructure, cloud, cybersecurity, networking, data center operations, or outsourced IT environments.

• Experience in facilitating executive business reviews, service governance forums, and customer escalation meetings.

🏝️ Benefits

• Comprehensive benefits package.

• Opportunities for professional development and growth.

• Collaborative and supportive work environment.