Service Delivery Manager
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Job Description
Service Delivery Manager leading customer success, governance, billing, and service improvement for Logicalis managed-services clients. Coordinating cross-functional delivery and executive relationships.
Responsibilities:
- Serve as the primary operational relationship owner and trusted partner for assigned Managed Services customers
- Maintain understanding of customer objectives, service requirements, stakeholder dynamics, strategic initiatives, risks, and opportunities
- Build and maintain relationships with executive sponsors, business stakeholders, and operational leaders
- Align service delivery, governance, and continuous improvement efforts to customer priorities and outcomes
- Manage customer expectations through proactive communication, service governance, stakeholder engagement, and transparent risk and issue management
- Own the overall delivery experience, ensuring services meet contractual commitments and customer expectations
- Review, analyze, and communicate SLA performance, service trends, and improvement areas
- Lead Monthly Business Reviews, Quarterly Business Reviews, executive governance meetings, and service performance discussions
- Manage client-facing change governance processes
- Oversee Event Analysis Reports, Root Cause Analyses, and service-impacting event communications
- Serve as the primary communication focal point during major incidents and escalations
- Drive continuous improvement initiatives based on service performance, customer feedback, and operational trends
- Monitor customer health, identify risks, and develop mitigation plans
- Lead escalation management and coordinate cross-functional issue resolution
- Facilitate root cause analysis and corrective action planning
- Translate operational performance data into business insights, opportunities, and recommendations
- Collaborate with support, Service Desk, NOC, Security Operations, Solution Architects, Professional Services, Account Executives, Customer Success, and Managed Services teams
- Coordinate customer initiatives, projects, integrations, service expansions, and de-integrations
- Lead onboarding and integration of customers, services, devices, technologies, and delivery capabilities
- Maintain customer-specific ServiceNow documentation, governance records, and operational artifacts
- Support delivery teams through customer-specific knowledge transfer, training, and contextual awareness
- Ensure monthly billing is accurate, complete, and contractually aligned
- Verify time-and-materials activities are tracked, documented, and communicated
- Partner with sales teams to identify customer value, service enhancement, and account growth opportunities
- Support customer retention, renewal readiness, and long-term partnership success
- Maintain knowledge of applicable laws, regulations, and company policies
- Ensure adherence to contractual, operational, compliance, and information security requirements
Requirements:
- Bachelor’s Degree in a related field; equivalent combination of education and relevant experience may be considered
- 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
- 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
- Project Management Professional (PMP) certification
- ITIL V3 or more recent version certification
- 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 ability to engage effectively with 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
- Ability to meet the stated physical demands, including occasional lifting of up to 10 pounds
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