Service Delivery Manager

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

📋 Description

• Act as the primary operational relationship owner and trusted partner for designated Managed Services clients.

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

• Align service delivery, governance activities, and continuous improvement efforts with client priorities and desired outcomes.

• Manage customer expectations through proactive communication, governance of services, stakeholder engagement, and transparent management of risks and issues.

• Oversee the overall delivery experience to ensure services fulfill contractual obligations and meet customer expectations.

• Review, assess, and communicate Service Level Agreement (SLA) performance, service trends, and areas for improvement.

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

• Manage client-facing change governance processes effectively.

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

• Serve as the main communication point during significant incidents and escalations.

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

• Monitor customer health, recognize risks, and formulate mitigation plans.

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

• Facilitate root cause analysis and the planning of corrective actions.

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

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

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

• Oversee the onboarding process for new clients and the integration of new services, devices, technologies, and delivery capabilities.

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

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

• Ensure that monthly billing is accurate, comprehensive, and aligned with contractual agreements.

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

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

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

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

⛳️ Requirements

• Bachelor's Degree in a related field, or an equivalent combination of education and relevant experience.

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

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

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

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

• Familiarity or training in ITIL foundations.

• Proficient in utilizing all Microsoft Office applications.

• Project Management Professional (PMP) certification.

• ITIL V3 or a more recent version certification.

• Strong grasp 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 results through cross-functional teams.

• Excellent analytical, communication, and stakeholder management skills.

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

• Ability to prioritize competing demands and thrive in a fast-paced, customer-centric environment.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health, dental, and vision insurance.

• Generous vacation and paid time off policy.

• Opportunities for professional development and certifications.

• Flexible working arrangements and work-life balance support.