Service Delivery Manager

Job not on LinkedIn

🔥 1 minute ago

🇺🇸 United States – Remote

💵 $77.5k - $90k / year

⏰ Full Time

🟠 Senior

🔴 Lead

👔 Manager

👻 Ghost score 0%

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Logicalis GmbH

WebsiteLinkedInAll Job Openings

201 - 500 employees

💼 Consulting

📦 Logistics

🏥 Healthcare

Consulting • Logistics • Healthcare

Logicalis GmbH is a service-oriented IT solutions and Managed Services provider, focusing on network and data center technology, as well as Unified Communications & Collaboration and Application & Information Management. With around 250 employees across seven locations, it generates approximately 185 million Euros in revenue in Germany. Inforsacom Logicalis is part of the globally operating Logicalis Group.

📋 Description

• Serve as the primary customer success leader and operational relationship owner for assigned Managed Services customers • Maintain understanding of customer objectives, service requirements, stakeholders, initiatives, risks, and opportunities • Build relationships with executive sponsors, business stakeholders, and operational leaders • Align service delivery, governance, and continuous improvement with customer priorities and outcomes • Manage customer expectations through communication, governance, stakeholder engagement, and transparent risk and issue management • Own the overall delivery experience in accordance with 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 communication focal point during major incidents and escalations • Drive continuous improvement initiatives • 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 and recommendations • Collaborate with 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 and integration of customers, 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 accurate and contract-aligned monthly billing • 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 Logicalis policies • Ensure adherence to contractual, operational, compliance, and information security requirements • This job has no supervisory responsibilities

🎯 Requirements

• 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 • 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 with business and technical leaders • Ability to prioritize competing demands and operate in a fast-paced, customer-focused environment • Ability to interact successfully with all levels of client and IT provider organizations • Ability to constantly sit, talk, see, hear, and use hands and arms; frequently stand, move about, climb steps or balance, stoop, kneel, crouch, or crawl; occasionally lift or move up to 10 pounds

🏖️ Benefits

• Bonus • Equal Opportunity Employer • Inclusion and belonging valued • Reasonable accommodations for individuals with disabilities