Service Delivery Manager

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

📋 Description

• Act as the primary leader for customer success and the operational relationship manager for designated Managed Services clients.

• Maintain a comprehensive understanding of client goals, service needs, key stakeholders, initiatives, risks, and opportunities.

• Cultivate relationships with executive sponsors, business stakeholders, and operational leaders.

• Align service delivery, governance, and ongoing improvements with client priorities and expected outcomes.

• Manage client expectations through effective communication, governance, stakeholder engagement, and transparent risk and issue management.

• Oversee the overall delivery experience in line with contractual obligations and customer expectations.

• Review, analyze, and communicate SLA performance, service trends, and areas for improvement.

• Lead Monthly Business Reviews, Quarterly Business Reviews, executive governance meetings, and discussions on service performance.

• Manage client-facing change governance processes.

• Supervise Event Analysis Reports, Root Cause Analyses, and communications regarding service-impacting events.

• Serve as the communication point during major incidents and escalations.

• Drive initiatives for continuous improvement.

• Monitor client health, identify risks, and develop mitigation strategies.

• Lead escalation management and coordinate resolution of cross-functional issues.

• Facilitate root cause analyses and planning for corrective actions.

• Transform operational performance data into actionable business insights and recommendations.

• Collaborate with support teams, Service Desk, NOC, Security Operations, Solution Architects, Professional Services, Account Executives, Customer Success leaders, and Managed Services personnel.

• Coordinate customer initiatives, projects, integrations, service expansions, and de-integrations.

• Lead the onboarding and integration processes for customers, services, devices, technologies, and delivery capabilities.

• Maintain customer-specific ServiceNow documentation, governance records, and operational artifacts.

• Support delivery teams with knowledge transfer, training, and situational awareness.

• Ensure monthly billing is accurate and aligned with contracts.

• Confirm that time-and-material activities are tracked, documented, and communicated effectively.

• Collaborate with sales teams to identify customer value, service enhancements, and opportunities for account growth.

• Aid in customer retention, readiness for renewal, and the success of long-term partnerships.

• Stay informed about applicable laws, regulations, and Logicalis policies.

• Ensure compliance with contractual, operational, compliance, and information security requirements.

• This position has no supervisory responsibilities.

⛳️ Requirements

• Bachelor’s Degree in a relevant field, or an equivalent combination of education and experience may be accepted.

• 10 years of experience in IT infrastructure management and/or vendor management.

• 3 years in a customer-facing leadership role responsible for strategic relationships and service outcomes.

• Proven experience in leading executive-level customer engagements and governance initiatives.

• Demonstrated experience in managing customer escalations, service improvement programs, and organizational change efforts.

• Familiarity or training in ITIL foundations.

• Proficient in all Microsoft Office applications.

• Project Management Professional (PMP) certification.

• ITIL V3 or a more recent version certification.

• Strong understanding of managed services operations, IT service management principles, and customer governance practices.

• Capability to translate technical and operational information into business-oriented discussions and recommendations.

• Aptitude for identifying risks, solving complex problems, and achieving outcomes through cross-functional collaboration.

• Excellent analytical, communication, and stakeholder management abilities.

• Executive presence with the ability to engage effectively with business and technical leaders.

• Competence in prioritizing competing demands and functioning in a fast-paced, customer-centric environment.

• Ability to interact successfully with all levels of client and IT provider organizations.

• Physical requirements include the ability to sit, talk, see, hear, and use hands and arms; frequently stand, move about, climb steps or balance, stoop, kneel, crouch, or crawl; and occasionally lift or move up to 10 pounds.

🏝️ Benefits

• Bonus.

• Equal Opportunity Employer.

• Commitment to inclusion and belonging.

• Reasonable accommodations available for individuals with disabilities.