Service Delivery Manager

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

📋 Description

• Act as the main operational relationship manager and trusted ally for designated Managed Services clients.

• Maintain a comprehensive understanding of client business goals, service needs, stakeholder dynamics, strategic initiatives, risks, and opportunities.

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

• Align service delivery, governance activities, and ongoing improvement efforts with customer priorities and expected outcomes.

• Manage customer expectations through proactive communication, service governance, stakeholder engagement, and transparent risk and issue management.

• Oversee the overall delivery experience, ensuring services are provided in accordance with contractual commitments and customer expectations.

• Review, analyze, and report on 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 procedures.

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

• Act as the primary communication point during major incidents and escalations.

• Promote continuous improvement initiatives based on service performance, customer feedback, and operational trends.

• Monitor customer health, identify risks, and formulate mitigation strategies.

• Lead customer escalation management and coordinate cross-functional issue resolution.

• Facilitate root cause analysis and corrective action planning.

• Convert operational performance data into business insights, opportunities, and recommendations.

• Collaborate with Logicalis 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 of new clients and integration of new services, devices, technologies, and delivery capabilities.

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

• Support delivery teams through knowledge transfer, training, and contextual awareness.

• Ensure monthly billing is precise, complete, and aligned with contracts.

• Verify that time-and-materials activities are tracked, documented, and communicated.

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

• Support customer retention, renewal preparation, and long-term partnership success.

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

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

⛳️ Requirements

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

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

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

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

• Experience managing customer escalations, service improvement initiatives, and organizational change efforts.

• Familiarity or training in ITIL foundations.

• Proficient in all Microsoft Office applications.

• Project Management Professional (PMP) certification.

• ITIL V3 or more recent certification.

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

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

• Demonstrated capability to identify risks, resolve complex problems, and drive outcomes through cross-functional collaboration.

• Excellent analytical, communication, and stakeholder management skills.

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

• Capability to prioritize competing demands and operate successfully in a fast-paced, customer-centric environment.

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

🏝️ Benefits

• Bonus

• Equal Opportunity Employer

• Inclusion and belonging at the company