Service Delivery Manager

Emploi pas sur LinkedIn

🕒 il y a 5 jours

🇺🇸 États-Unis – Télétravail

💵 $77 517 - $90 000 / an

⏰ Temps Plein

🟠 Senior

🔴 Expert

👔 Manager

👻 Score fantôme 1%

Ce que ça veut dire : la probabilité que cette offre reste ouverte sans recrutement actif.Comment le lire : 60 % ou plus, on pense que c'est une offre fantôme. Un score plus bas est moins inquiétant.Comment on la calcule : ancienneté, republications, postes ouverts vs taille de l'équipe, rapidité de clôture, et si le salaire est indiqué.À noter : une estimation à partir de données publiques, pas un jugement sur l'entreprise. De vraies offres peuvent avoir un score élevé, alors prenez-le comme un indice, pas comme un fait.

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Logicalis GmbH

Site WebLinkedInTous les Emplois

201 - 500 employés

💼 Conseil

📦 Logistique

🏥 Santé

Consulting • Logistics • Healthcare

Inforsacom Logicalis GmbH est un fournisseur de solutions IT et de services managés orienté services, spécialisé dans la technologie des réseaux et des centres de données, ainsi que dans les communications unifiées et la gestion des applications et de l'information. Avec environ 250 employés répartis sur sept sites, l'entreprise génère un chiffre d'affaires d'environ 185 millions d'euros en Allemagne. Inforsacom Logicalis fait partie du groupe Logicalis, qui opère à l'échelle mondiale. Mentions légales : http://www.de.logicalis.com/ueber-uns/impressum/

Description

• Serve as the primary operational relationship owner and trusted partner for assigned Managed Services customers • Maintain understanding of customer business 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 activities, and continuous improvement efforts to customer priorities and desired outcomes • Manage customer expectations through proactive communication, service governance, stakeholder engagement, and transparent risk and issue management • Own the overall delivery experience, ensuring services are delivered according to 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 customer 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 Logicalis support teams, Service Desk, NOC, Security Operations, Solution Architects, Professional Services, Account Executives, Customer Success leaders, and Managed Services staff • Coordinate customer initiatives, projects, integrations, service expansions, and de-integrations • Lead onboarding of new customers 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 accurate, complete, and contractually aligned • Verify time-and-materials activities are tracked, documented, and communicated • Partner with Account Executives and 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 Logicalis policies • Ensure adherence to contractual, operational, compliance, and information security requirements

🎯 Exigences

• Bachelor’s Degree in a related field, or equivalent combination of education and relevant experience may be considered • 10 years 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

🏖️ Avantages

• Bonus • Equal Opportunity Employer • Inclusion and belonging at the company