Managed Services Program Manager

Logicalis is seeking a Program Manager to provide leadership for one or more strategic managed services customers, serving as the primary operational interface and ensuring service delivery coordination, customer governance, and cross-functional alignment.

Responsibilities

• Customer Leadership & Executive Relationship Management
  • Serve as the primary operational interface for assigned customer programs and act as the central point of accountability for service delivery outcomes.
  • Build and maintain trusted relationships with customer executives, operational stakeholders, and key business partners.
  • Act as a trusted advisor by understanding customer priorities, anticipating concerns, and ensuring effective communication between the customer and Logicalis.
  • Absorb, filter, and appropriately communicate customer concerns while maintaining a professional, solutions-oriented approach.
  • Represent Logicalis with executive presence, sound judgment, and the ability to navigate complex and emotionally charged situations.
• Program Governance, Risk Management & Service Delivery Accountability
  • Maintain accountability for the successful delivery of all contracted services across Logicalis service groups supporting assigned customer programs.
  • Ensure adherence to governance processes, service review cadences, escalation protocols, and operational commitments.
  • Coordinate activities across Service Delivery, Engineering, Security, Project Management, Support, Sales, Finance, and other internal teams to align with customer objectives and service commitments.
  • Proactively identify operational, service delivery, and customer satisfaction risks and ensure mitigation plans are developed and executed.
  • Drive continuous improvement by identifying process gaps, recurring service issues, and opportunities to enhance the customer experience.
  • Track and oversee key risks, decisions, dependencies, action items, and commitments to ensure timely resolution and accountability.
  • Ensure Logicalis presents a coordinated, consistent, and accountable customer experience across all supporting teams.
• Escalation & Problem Management
  • Lead escalation management activities, including intake, triage, stakeholder coordination, customer communication, and resolution oversight.
  • Serve as the first line of defense for customer issues and ensure appropriate engagement of internal resources.
  • Apply strong problem management discipline to identify root causes, establish corrective actions, and prevent recurring issues.
  • Create alignment between customer expectations and internal delivery realities while preserving strong relationships.
  • Communicate risks, impacts, decisions, and resolution plans clearly to customer stakeholders and internal leadership.
• Business Reviews & Executive Communication
  • Own the planning, preparation, coordination, and facilitation of monthly, quarterly, and annual business reviews for assigned customer programs.
  • Ensure business reviews accurately reflect service performance, customer priorities, key accomplishments, open actions, risks, and improvement plans.
  • Partner with internal stakeholders to gather inputs, develop messaging, and prepare executive-level presentations and communications.
  • Translate complex operational discussions into concise, executive-ready communications that support informed decision-making.
  • Maintain ongoing communication with internal Sales, Engineering, Service Delivery, and Finance teams regarding material customer issues, risks, priorities, and strategic initiatives.
• General
  • Demonstrate and actively promote an understanding of and commitment to the mission of Logicalis through behaviors consistent with the organization's values.
  • Maintain a working knowledge of applicable Federal, State, and Local laws and regulations as well as Logicalis policies and procedures.
  • Support and conduct self in a manner consistent with customer service expectations.

Requirements

• Education
  • Bachelor’s Degree in a related field.
• Experience / Technical Requirements
  • 7+ years of experience in program management, managed services, IT outsourcing, customer success, service delivery, client operations, or a related customer-facing leadership role.
  • Demonstrated success managing complex enterprise customer relationships in a high-touch environment.
  • Strong program management skills, including issue tracking, governance discipline, stakeholder coordination, risk management, and action-item accountability.
  • Exceptional communication skills, including the ability to communicate effectively with customer executives, operational leaders, internal leadership, engineers, sales teams, and finance stakeholders.
  • Proven ability to manage escalations, navigate emotionally charged situations, and translate conflict into productive, structured action.
  • Strong judgment, executive presence, and ability to influence outcomes without direct authority in a matrixed organization.
  • Ability to understand technical concepts well enough to coordinate the right resources and communicate status, without being the technical owner.
• Certifications
  • PMP, ITIL, or similar program/service management credentials.
• Other Skills And Abilities
  • Experience supporting large enterprise or strategic managed services accounts.
  • Experience operating within ITIL-based service management practices, including incident, problem, change, and service review processes.
  • Background in managed services, infrastructure, cloud, cybersecurity, networking, data center operations, or outsourced IT environments.
  • Experience facilitating executive business reviews, service governance forums, and customer escalation meetings.

Physical Demands

• 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 may occasionally lift and/or move up to 10 pounds.

Pay

$99,353 - $134,000/year