Summary

The Service Delivery Manager (“SDM”) serves as the primary customer success leader for assigned Managed Services clients. Responsible for service performance, billing, governance, and continuous improvement, the SDM translates operational delivery into meaningful business outcomes by fostering executive relationships, proactively managing customer health, and ensuring customers realize maximum value from their partnership with Logicalis.

Essential Duties and Responsibilities

Customer Success & Relationship Management

• Serve as the primary operational relationship owner and trusted partner for assigned Managed Services customers, maintaining a deep understanding of customer business objectives, service requirements, stakeholder dynamics, strategic initiatives, risks, and opportunities.
• Build and maintain strong relationships with executive sponsors, business stakeholders, and operational leaders to foster alignment, trust, and long-term partnership success.
• Align service delivery, governance activities, and continuous improvement efforts to customer priorities, business objectives, and desired outcomes.
• Manage customer expectations through proactive communication, effective service governance, stakeholder engagement, and transparent management of risks, issues, and service performance.

Service Delivery Leadership & Governance

• Own the overall delivery experience for assigned customers, ensuring services are delivered in accordance with contractual commitments and customer expectations.
• Review, analyze, and communicate Service Level Agreement (SLA) performance, service trends, and areas requiring improvement.
• Lead and manage Monthly Business Reviews (MBRs), Quarterly Business Reviews (QBRs), executive governance meetings, and service performance discussions.
• Manage client-facing change governance processes, ensuring customer satisfaction, communication, and contractual integrity are maintained.
• Oversee execution and delivery of Event Analysis Reports, Root Cause Analyses (RCAs), and other service-impacting event communications.
• Serve as the primary communication focal point during major service-impacting incidents and escalations.
• Drive continuous improvement initiatives based on service performance, customer feedback, and operational trends.

Customer Health, Risk & Escalation Management

• Proactively monitor customer health, identify risks, and develop mitigation plans.
• Lead customer escalation management efforts, coordinating cross-functional teams through issue resolution and communication.
• Facilitate root cause analysis and corrective action planning following major incidents or recurring service issues.
• Translate operational performance data into meaningful business insights, opportunities, and recommendations.

Cross-Functional Service Coordination

• Collaborate with Logicalis support teams, Service Desk, NOC, Security Operations, Solution Architects, Professional Services, Account Executives, Customer Success leaders, and Managed Services staff to shape and deliver customer outcomes.
• Coordinate major customer initiatives, projects, integrations, service expansions, and de-integrations with appropriate Logicalis teams.
• Lead efforts associated with onboarding new customers and integrating new services, devices, technologies, and delivery capabilities into existing customer environments.
• Enable service delivery through ownership and maintenance of customer-specific ServiceNow documentation, governance records, and operational artifacts.
• Support delivery teams through customer-specific knowledge transfer, training, and contextual awareness.

Financial & Commercial Management

• Ensure monthly billing is accurate, complete, and aligned with contractual obligations.
• Verify time-and-materials (T&M) activities are properly tracked, documented, and communicated.
• Partner with Account Executives and sales teams to identify opportunities for increased customer value, service enhancement, and account growth.
• Support customer retention, renewal readiness, and long-term partnership success through proactive engagement and demonstrated value realization.

Compliance & Professional Standards

• Maintain working knowledge of applicable federal, state, and local laws, regulations, and Logicalis policies and procedures.
• Conduct all activities in a manner consistent with Logicalis values, ethical business practices, and customer service expectations.
• Ensure adherence to contractual, operational, compliance, and information security requirements applicable to assigned customers.

Supervisory Responsibilities

This job has no supervisory responsibilities.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience/Technical Requirements/Certification

Education:

Bachelor’s Degree in a related field. Equivalent combination of education and relevant experience may be considered.

Experience / Technical Requirements

• 10 years experience in IT infrastructure management and/or vendor management; knowledge of IT provider’s services and qualifying factors in order to understand how client requirements will affect delivery.
• 3 years in a customer-facing leadership role responsible for strategic relationships and service outcomes. Experience leading executive-level customer engagements and governance programs.
• Experience leading customer escalations, service improvement initiatives, and organizational change efforts.
• Exposure or training in ITIL foundations.
• Proficient use of all Microsoft Office applications.

Certifications

• Project Management Professional (PMP).
• ITIL V3 or more recent version.

Other Skills and Abilities

• Strong understanding of managed services operations, IT service management principles, and customer governance practices.
• Ability to translate technical and operational information into business-focused discussions and recommendations.
• Demonstrated ability to identify risks, solve complex problems, and drive outcomes through cross-functional teams.
• Strong analytical, communication, and stakeholder management skills.
• Executive presence and the ability to engage effectively with both business and technical leaders.
• Ability to prioritize competing demands and operate successfully in a fast-paced, customer-focused environment.
• Ability to interact successfully with all levels of client and IT provider organization.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this Job, the employee is constantly required to sit, talk, see, hear, and use hands and arms. The employee is frequently required to stand; move about, climb steps or balance and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 10 pounds. The above statements describe the general nature and level of work being performed by individuals assigned to this classification. This is not intended to be an exhaustive list of all responsibilities and duties required of personnel so classified.

Logicalis is an Equal Opportunity Employer. It is our policy to employ people who are qualified by reason of education, training, experience, and demonstrated performance. We value inclusion and belonging at our company. We do not discriminate on the basis of race, color, religion, national origin, sexual orientation, gender identity and gender expression, marital status, age, height, weight, disability, veteran status, or any other reason prohibited by applicable federal or state laws.